COMPANY OVERVIEW
Since 2002, Quality Power Solutions (QPS) has provided end-to-end mission critical power solutions, including expert design, installation and maintenance of UPS systems and generators. QPS works with clients nationwide, and we maintain our Midwestern values by focusing on service, delivery, consistent performance, and the education of our customers on the many aspects of critical power. Our goal is being our customers trusted experts, so they don't have to worry about critical power and can focus on what they do best. QPS keeps backup power systems running smoothly, so business can power forward.
Principal Job Duties
This role is primarily focused on delivering responsive, accurate, and professional customer service through order fulfillment, quoting, and product support across multiple e-commerce platforms. The E-commerce Customer Service Specialist will handle customer interactions via online chat, phone, and email to manage inquiries, process orders, and ensure a smooth purchasing experience. In addition, this position will support business development efforts by identifying new opportunities, assisting with outreach to prospective customers, and contributing to the ongoing growth of our online customer base.
- Monitor and respond timely to customer communications across eCommerce platforms including but not limited to Amazon, eBay, Newegg, and Shopify
- Accurately process and fulfill online orders, coordinating with internal teams and vendors to ensure timely delivery
- Pull and pack product orders for fulfillment directly from our internal warehouse, ensuring accuracy and care in packaging
- Upload and confirm shipment tracking details to all relevant platforms and customer orders in a timely and accurate manner
- Respond to customer inquiries related to product availability, specifications, and pricing quotes via email, phone, and online chat
- Assist customers with order status updates, returns, and general support to ensure a positive buying experience
- Maintain accurate records of customer communications, quotes, and transactions in the CRM system
- Collaborate with sales, service and procurement teams to develop and deliver project-based quotes
- Support the onboarding of new e-commerce customers and accounts
- Contribute to growth initiatives by identifying new customer opportunities and assisting with targeted outreach
- Conduct light market research to support product pricing strategy across online platforms
- Participate in the development of e-commerce business plans, marketing materials, and presentations as needed
- Cultivate positive relationships with prospective clients, with appropriate hands-off to the application/account management team when applicable
- Maintain awareness of power quality products and industry trends to assist customers and support internal growth efforts
Preferred Education and Experience
- Associate degree preferred, in Marketing/Communications/Business or similar
- At least one year of experience working in Sales or Marketing, preferably in a professional service or technical industry
- Proficient in Microsoft Office Suite
- Knowledge of CRM
- Experience working within e-commerce platform
- Strong communication skills, both written and verbal
- Be detail-oriented and highly organized
- Be able to prioritize, multi-task, and work independently
- Be client focused, and work with a sense of pride and urgency
- Be ambitious and adaptable to change
- Ability to communicate in an active office environment.
- Ability to lift and move products weighing 15-20 lbs. on a regular basis, with occasional lifting of items weighing up to 70 lbs.
- Ability to efficiently operate all job-related office equipment (telephone, computer, calculator, fax, copier, etc.).
- Ability to communicate via telephone, email, chat, and in person.
- Ability to sit for 80% or more of an 8-hour workday, and ability to read and view computer screen.
NOTE: The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the position. QPS reserves the right to amend and change responsibilities to meet business and organizational needs.