Customer Onboarding Support Associate

Today, CommerceHub is the #1 ecommerce network used by the world’s leading retailers and brands to extend their retail and ecommerce businesses. 

Consumer expectations have shifted. In the Now Economy, they expect that our customers have what they want, in stock, ready for delivery, and with an experience that delights them at every step of the buying journey. 

We believe we have a unique opportunity to help retailers, brands and suppliers connect to customers and meet the challenges of the Now Economy. Think that sounds interesting? It is!  

Our remote-first team is growing, and we’re looking to add great people like you, who are ready to use their expertise to transform the world of ecommerce. 

  

Overview

The Onboarding Support Associate will have overall responsibility for the day-to-day activities related to on-boarding new and existing suppliers on to CommerceHub's software. Providing excellent customer service is our number one requirement. You should love customers and not be afraid of technology! 

• Providing excellent customer service via phone and e-mail to all CommerceHub accounts 
• Developing an in-depth knowledge of the CommerceHub network, its solutions, and customer needs 
• Serve as the primary contact for new/existing suppliers for all issues related to sales cycle and on-boarding process 
• Facilitate the setup, configuration, testing & training for suppliers to be certified 
• Manage and update supplier on-boarding tickets in a timely manner using department best practices and processes 
• Maintain composure in critical situations and communicates well with both internal and external clients 
• Work on special projects as assigned by management via the application process 
• Offer suggestions for process improvements internally and for our constituents 
• Adhere to department standards for performance metrics 
• Self-reporting of daily actions and activities for monitoring purposes and goal setting 
• Accountable to drive goals through individual metrics and a strong understanding of company/team/individual goals 
• Other duties as assigned 

  

Qualifications 

Required Qualifications 

• At least 1 year of experience in a customer support environment  
• At least 1 year using a CRM platform 
• At least 1 year of experience in a technical software support environment  
• Excellent written and verbal communication skills with ability to communicate equally well with technical and non-technical individuals 
• Ability to organize work, prioritize tasks, and manage multiple & changing priorities 
• Capable of multi-tasking, and able to work within challenging time frames 
• In-depth knowledge of PC and MS Office applications 

Preferred Qualifications  

• Experience troubleshooting EDI files  
• Individuals who are bilingual in English/Spanish/French are highly desired 
• Experience with Postman, SQL, and API 
• Confident working in Zendesk and Salesforce 
• Experience working in a highly dynamic and fast paced atmosphere 
• Highly energetic, assertive, and systematic.  Must be a self-starter and relationship builder 
• Experience working at a fast paced tech company  

  

What it’s like to work at CommerceHub 

We have big plans for growth and transformation and we’re doing it with a remote-first team across the world.  

Remote first gives us more flexibility to help each other do our best work. It means that work-life balance is more than a cliché. We’ve built balance into our culture and it’s at the core of everything we do—how we collaborate and make change happen.  

Connected by our drive to transform ecommerce, our culture is driven by our employees. We trust each other, work hard and respect both personal and professional boundaries, knowing that we’re at our best when we’re intentional about how and where we work. We believe autonomy leads to great work and an even bigger impact.  
 
 

Benefits 

• Medical, dental and vision benefits: Affordable health care plans with premiums that will not exceed 5% of your salary and company HSA contributions, starting on Day 1 
• A 6% 401(k) match 
• Competitive time off package with 20 days of Paid Time Off, 9 paid company holidays, 2 paid floating holidays, 7 paid sick days, and a paid volunteer day 
• 4 weeks paid Parental (Bonding) Leave 
• Remote work stipend for internet, cell phone, office furniture and supplies  
• Culture and team-building activities
• Employee Assistance Program
• Tuition assistance
• Career development opportunities
• Charitable contribution matc