E‑Commerce Sales & Order Support Specialist

Kelly Services; Irondale (AL); On-site; USD 36,000 - 41,000; Full time

Job summary

Kelly Services in Irondale, AL is seeking an eCom Sales Support Analyst to assist customers with placing and tracking orders, processing returns, and managing account details, handling midlevel call volume.

The role focuses on accurate product information, timely responses to emails, collaboration with suppliers and internal teams, and continuous process improvements to enhance the ordering experience. This six-month contract emphasizes attention to detail and strong communication.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• 1–3 years of experience in customer service, sales support, order management, ecommerce operations, distribution, manufacturing, or a related environment.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office applications, particularly Outlook, Excel, and Word.
• Experience handling high volumes of emails, customer inquiries, or order-related transactions.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Strong problem-solving and troubleshooting skills.
• Excellent attention to detail and commitment to accuracy.

Responsibilities

• Assist customers with placing and tracking orders, processing returns, and managing their account details. Midlevel call volume.
• Assist customers with quotes, call suppliers for inventory availability, leads times, and min order quantity.
• Understanding of products and services to provide accurate information and answer customer questions effectively.
• Work to quickly resolve customer issues, escalating complex problems to the relevant IT departments when needed.
• Maintaining clear communication with customers and internal teams is important, as is documenting customer interactions, including inquiries and resolutions.
• Aim to meet performance goals related to responding to customer emails, order and requests within set timeframes to ensure timely and accurate support.
• A strong emphasis is placed on continuous improvement, identifying operational and systemic opportunities to enhance the customer’s ordering experience.
• Collaborates closely with various internal and external partners to ensure alignment and efficient order fulfillment.
• This includes working with supplier, branch customer service, DC, and other supply chain teams.

Skills

Customer service

Order management

Ecommerce operations

Communication

Excel

Outlook

Problem solving

Attention to detail

Education

High school diploma

Associate's degree preferred

Bachelor's degree preferred

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

Job description

Kelly Services in Irondale, AL is seeking an eCom Sales Support Analyst to assist customers with placing and tracking orders, processing returns, and managing account details, handling midlevel call volume.

The role focuses on accurate product information, timely responses to emails, collaboration with suppliers and internal teams, and continuous process improvements to enhance the ordering experience. This six-month contract emphasizes attention to detail and strong communication.