E-commerce Sales Associate

Reports To: Director of E-commerce, Marketing, and Infrastructure

Job Overview:

The E-commerce Sales Associate manages the full lifecycle of website sales orders-from placement to fulfillment-ensuring a seamless order experience. The role involves coordinating with internal teams and logistics partners to guarantee accurate order processing, procurement, and timely delivery of products. Success in this position depends on excellent customer service, proactive communication, and effective problem-solving to maintain customer satisfaction and loyalty.

With a focus on technical product knowledge, order management, inventory coordination, and sales growth through upselling and cross-selling, this position also supports strategic sales initiatives and promotional campaigns.

Key Responsibilities:

Technical Knowledge and Compliance

• Acquire and maintain knowledge of waterproofing products and industry standards.
• Interpret technical resources to provide accurate product support while minimizing liability.
• Adhere to company policies and regulatory guidelines to ensure compliance.

Order Management

• Process, confirm, and track orders to ensure accuracy and timely completion.
• Create material estimates tailored to customer projects and requirements.
• Coordinate shipping and delivery with logistics partners to optimize efficiency.

Account Management

• Build and strengthen relationships with existing customers; identify upselling and cross-selling opportunities.
• Engage dormant accounts to reactivate and maximize sales potential.

Inventory Management and Logistics

• Work with internal teams and other locations to transfer materials and ensure inventory availability to meet demand.
• Resolve supply chain and inventory challenges to streamline order fulfillment.

Shipping and Delivery Coordination

• Accurately estimate shipping rates and develop cost-efficient delivery plans.
• Ensure timely and secure delivery by monitoring shipping processes.

Customer Interaction and Support

• Respond to high volumes of inquiries across chat, email, and phone, offering timely and accurate information.
• Resolve issues or complaints while adhering to company policies to ensure customer satisfaction.
• Provide technical guidance on waterproofing products and promote featured items or surplus inventory.
• Upsell complementary products and inform customers of promotions to drive engagement and sales.

Data Analysis and Strategy Development

• Analyze customer trends and purchase history to identify growth opportunities.
• Generate reports using tools like Excel to support decision-making.
• Collaborate with the marketing team to implement sales campaigns and incentives.

Qualifications:

• Previous experience in e-commerce, order processing, or account management (NetSuite experience is a plus).
• Strong understanding of order workflows, inventory management, and logistics coordination.
• Excellent communication and organizational skills with the ability to manage inquiries and resolve issues efficiently.
• Analytical mindset for interpreting trends and developing actionable insights.
• Proficiency in Microsoft Excel; familiarity with ERP systems is beneficial.
• Technical aptitude to learn waterproofing products and their applications.

Skills & Competencies:

• Customer-Centric Approach: Exceptional service skills to ensure high customer satisfaction.
• Detail-Oriented: Ensures accuracy in order processing and inventory management.
• Problem Solving: Quickly resolves operational and customer challenges with actionable solutions.
• Sales Acumen: Effectively upsells and cross-sells products to boost revenue.
• Collaboration: Works seamlessly with logistics, operations, sales, and marketing teams to achieve business goals.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.