E-Commerce Support Specialist

At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC).

MSC is a 13 -Time recipient of the prestigious NorthCoast 99 Award as a Top Workplace to work!

MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US.

In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success!

Join Our Team!

We are excited to announce that we are hiring for a full-time hybrid position. Work in our office location on Tuesdays, Wednesdays, and Thursdays, and enjoy the flexibility of remote work on other days. Benefits included!

Apply today to become a part of our dynamic team!

• Competitive Pay
• Advancement Opportunities
• Medical, Dental & Vision Insurance
• HSA Account w/Company Contribution
• Pet Insurance
• Company provided Life and AD&D insurance
• Short-Term and Long-Term Disability
• Tuition Reimbursement Program
• Employee Assistance Program (EAP)
• Employee Referral Bonus Program
• Social Recognition Program
• Employee Engagement Opportunities
• CALM App
• 401k (with a matching program) / Roth IRA
• Company Discounts
• Payactiv/On-Demand Pay
• Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays

The E-Commerce Support Specialist is responsible to process and fulfill e-commerce and retail orders. Work with numerous vendors to process customer orders and perform follow up to ensure they are shipped and received in a timely fashion. Perform superior customer service to convert medical equipment orders and leads obtained through digital marketing efforts. Provide enthusiastic and friendly customer service in assisting customers with placing orders. Provide customers with specific product knowledge to aid them in their purchasing decisions. Monitor leads obtained through digital marketing efforts to manage them through to converting customers.

Responsibilities and Duties:

Order Fulfillment:

• Process E-Commerce orders to ensure customers receive their products in a timely fashion.
• Follow up on shipments to inform customers of product status and to update order processing system with correct shipment status.
• Review and investigate orders for fraudulent activity.
• Coordinate product returns or replacements with customers and vendors.
• Monitor inventory levels and place stock orders with vendors as needed.

Customer Service:

• Provide superior customer service via phone, email, and online chat to convert digital marketing leads to ordering customers.
• Answer in an enthusiastic and friendly fashion; incoming phone calls, emails, and online chat requests to answer customer questions and fulfill orders.
• Make outgoing contacts, including phone calls and emails, to customers to convert leads to sales.
• Educate customers on product specific information to help them make purchasing decisions.
• Monitor status of digital marketing (E-Commerce and Lead generation) leads and update lead management tools to keep lead status up to date

Website Maintenance:

• Assist with digital marketing websites as needed; including product description and picture maintenance as needed.

Additional Duties:

• Miscellaneous assignments/projects as needed

Qualifications:

Education: High school diploma or equivalent.

College degree from an accredited college or university preferred.

Experience/Knowledge/Skills/Physical Requirements:

• 1-2 Years’ experience providing superior customer service in a call center or tele-sales environment.
• Digital Marketing/E-Commerce customer service experience a plus.
• Personal Attributes:
• Enthusiastic
• Customer Focused
• Conscientious
• Ability to multi-task
• Thorough
• Familiarity with basic knowledge and use of Microsoft Excel
• Work effectively in a fast-paced environment
• Organized and detail oriented