e-Commerce Support Specialist

PSG, a Dover company; Downers Grove (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

PSG, a Dover company, seeks an eCommerce Support Specialist to manage day-to-day admin and technical support for our digital platforms. You will liaise with external distributors, internal teams, and the Dover support unit to ensure smooth order processing and portal functionality.

Responsibilities include distributor access management, tier-1 helpdesk support, and data updates in Salesforce. The role requires Salesforce experience and strong communication across departments in a manufacturing

Qualifications

• Bachelor’s degree in information technology, marketing, or another relevant field.
• At least 2 years in technical support, sales operations, help desk, or eCommerce.
• Experience with online ordering systems or ERP systems.
• Excellent verbal and written communication for coordinating with teams.
• Proven ability to collaborate with multiple departments.
• Strong problem-solving abilities.

Responsibilities

• Provide Tier 1 helpdesk support for login failures, data issues, and billing/shipping questions.
• Manage distributor onboarding and offboarding across digital tools.
• Monitor daily order flows and fix processing exceptions or system errors.
• Collaborate with the Dover team to diagnose systemic issues.
• Use Salesforce to track tickets and update distributor records.
• Follow up on leads generated from PSG’s digital channels.
• Identify areas for improvement in digital tools with stakeholders.

Skills

Problem-solving

Verbal & written communication

Cross-functional collaboration

Customer support

Education

Bachelor's degree in IT or related field

Tools

Salesforce

CRM systems

Job description

Position Summary

The role of the eCommerce Support Specialist manages the day-to-day administrative and technical support functions for the company's digital business platforms. This role acts as the primary liaison between external distributors, internal teams, and the Dover support unit to ensure seamless order processing and portal functionality. Key responsibilities include managing distributor lifecycle access, resolving order friction points, providing comprehensive helpdesk support, and executing data updates within Salesforce.

Position Summary

The role of the eCommerce Support Specialist manages the day-to-day administrative and technical support functions for the company's digital business platforms. This role acts as the primary liaison between external distributors, internal teams, and the Dover support unit to ensure seamless order processing and portal functionality. Key responsibilities include managing distributor lifecycle access, resolving order friction points, providing comprehensive helpdesk support, and executing data updates within Salesforce.

Essential Duties And Responsibilities

• Helpdesk Support: Provide Tier 1 support for troubleshooting login failures, missing account products, incorrect billing/shipping data and other customer related issues
• Distributor Access Management: Handle end-to-end onboarding and offboarding of distributors across multiple digital tools.
• Order Monitoring & Resolution: Track daily order flows and take immediate corrective action on processing exceptions or system errors.
• Cross-Functional Troubleshooting: Partner closely with the Dover team via calls and shared tickets to diagnose and resolve systemic issues.
• System Administration: Utilize Salesforce to track support tickets. Update distributor records or platform configurations across multiple internal tools.
• Lead Monitoring: Monitor and follow-up on Leads generated from PSG’s digital channels.
• Business Process Insights: Work with stakeholders throughout the business to identify areas for improvement in our digital tools.

Qualifications / Requirements

• Bachelor’s degree in information technology, marketing, or another relevant field
• 2+ year’s experience in technical support, sales operations, help desk environments or eCommerce customer care
• Prior knowledge of online ordering systems/ERP systems
• Excellent verbal and written skills for coordinating with the Dover support team and external vendors.
• Proven ability to collaborate with various functional departments throughout the organization
• Strong problem-solving abilities

Desired Characteristics

• Experience with CRM systems (Salesforce) and business-to-business (B2B) e-commerce portals.
• Experience working with cross-functional teams within a global manufacturing environment.
• Experience in a working in sales or inside sales.