Parts & eCommerce Success Specialist

Doggett Equipment Services Group; Houston, Northern (TX, KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Doggett Equipment Services Group, based in Houston, seeks a Customer Care Specialist – Parts & eCommerce to manage opportunities from first contact through delivery. You will support parts identification, website navigation, and order fulfillment while coordinating with internal teams.

The role emphasizes accurate parts matching, proactive customer communication, and troubleshooting website issues to improve online conversions and order accuracy.

Qualifications

• Experience in customer service, parts, equipment, eCommerce, inside sales, or a related field preferred.
• Strong knowledge of equipment parts identification and the ability to research and determine the correct parts for specific machines.
• Strong understanding of customer service processes and the ability to manage a customer opportunity from initial contact through completed order.
• Complete working knowledge of website functionality and eCommerce customer journeys.
• Ability to troubleshoot website and online-ordering issues and provide customers with clear, step-by-step assistance.
• Strong computer skills with the ability to navigate multiple systems and applications simultaneously.

Responsibilities

• Receive inbound customer calls and proactively place outbound calls to identify needs and opportunities.
• Identify website or system issues that prevent customers from completing purchases and communicate those issues to the appropriate internal teams.
• Develop and maintain a complete working knowledge of the company website and online ordering process.
• Assist customers with navigating the website, locating parts, searching part numbers, using machine and model information, and completing online orders.
• Track parts availability, backorders, emergency orders, incoming inventory, and other issues that may affect customer orders.
• Vet customer orders for accuracy prior to fulfillment, including part numbers, quantities, pricing, shipping information, and customer requirements.
• Monitor daily customer-contact activity and analyze call-to-order ratios and other customer-care KPIs.

Skills

Customer service experience

Parts identification knowledge

Website/eCommerce troubleshooting

Order processing

Strong communication

Collaboration with internal teams

Tools

Microsoft Office

Job description

Doggett Equipment Services Group, based in Houston, seeks a Customer Care Specialist – Parts & eCommerce to manage opportunities from first contact through delivery. You will support parts identification, website navigation, and order fulfillment while coordinating with internal teams.

The role emphasizes accurate parts matching, proactive customer communication, and troubleshooting website issues to improve online conversions and order accuracy.