E-Commerce Customer Service Specialist

Overview

The Call Center Web Sales Specialist is responsible for delivering high-quality customer support to Alliance Distribution customers by assisting with parts identification, order placement, and post-order inquiries. This role serves as a primary point of contact for web and phone-based sales support, ensuring accurate, timely, and professional service while contributing to a positive customer experience.

Responsibilities

• Handle inbound customer interactions via phone, chat, and email related to parts sales, orders, and general inquiries
• Deliver a positive and professional customer experience while resolving inquiries efficiently
• Assist customers with parts identification, pricing, availability, and order status
• Process and support web and phone orders accurately within required service levels
• Provide basic troubleshooting and guidance related to parts compatibility and order flow
• Document all customer interactions accurately in the CRM or order management system
• Follow department standard operating procedures, policies, and quality guidelines
• Identify potential order issues and escalate appropriately when needed
• Maintain working knowledge of Alliance products, parts catalogs, and systems
• Support service call avoidance by providing accurate information and clear guidance
• Ensure order accuracy and compliance with pricing, warranty, and fulfillment guidelines
• Effectively multitask, manage multiple systems and priorities in a fast-paced support environment
• Remain flexible and responsive during high-volume periods to support SLA goals

Qualifications

Education and Experience:

• High school diploma or equivalent required
• At least 1 years of customer service experience
  • Call center experience preferred
  • Experience with eCommerce, order management, or parts identification is strongly preferred

Skills and Abilities:

• Strong written and verbal communication skills
• Customer-focused mindset with the ability to remain professional and empathetic
• Strong attention to detail and order accuracy
• Ability to troubleshoot issues and follow established processes
• Comfortable navigating multiple systems and screens simultaneously
• Systems proficiency preferred (CRM/ERP tools such as Genesys, Zendesk, SAP, Salesforce, X3, JIRA, Microsoft Windows, Google Docs/Sheets, etc.)
• Ability to manage multiple priorities in a fast-paced environment

Standard and Physical Requirements:

• Role involves extended computer use, sitting for long periods, verbal communication, minimal lifting, and general office movement

Alliance Team Members Demonstrate DRIVE: 

• Dedicated: Follows through on commitments. Strong say/do.
• Respectful: Acts with integrity and values diverse perspective. 
• Innovative: Always looking for a better way; leads change.
• Versatile: Adapts quickly to changing circumstances. Demonstrates agility.
• Engaged: Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs.

For California the base compensation range for this role starts at $20.00 per hour. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location.

EEO

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

ID

2026-11050

Pos. Type

Full-Time