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Title: Channel Support Specialist

Reporting To:  Faith Walker & Business Development Manager – E Commerce

Role Location: Woodridge, IL

Travel: Up to 15%

 

POSITION SUMMARY

The Channel Support Specialist– (CSS) will act as the liaison between customer service and marketing for ecommerce and MRO related inquiries. This person will provide technical, data, order processing and marketing communication support to the Ecommerce and MRO channels. The CSS will own the customer service experience for our channel customers.  The CSS will optimize database management, inventory feeds, product listing, error resolution, and imaging and data content via various software applications. The CSS will add and update product SKUs to the customers’ systems.  The CSS will collect and analyze data to evaluate existing and potential online markets. This person will utilize tracking applications to recognize user patterns and trends, and assist in the implementation and improvement to the E-commerce and MRO programs.

 

RESPONSIBILITIES:

  • Have a full understanding of our products and their applications, our industry and channels of distribution

  • Demonstrate product knowledge application and technical understanding of materials and processes used in manufacturing and assembly of Globe Union’s products as it applies to appropriate segments and channels

  • Assist in the development of team selling process and determine the necessary tools to facilitate those goals

  • Lead the onboarding of new E-comm and MRO customers 

  • Channel Project Support

  • RFQ support and development for our MRO distribution partners 

  • Assists in the alignment of supply chain and customer needs

  • Order Management:

  •       Utilization of E-Comm vendor portals for communication of EDI order variances

  •       Ensure promotional orders flow through system correctly and are shipped on time (mostly club)

  •       Work closely with shipping team to ensure orders are shipped per promise date

  •       Liaison for IT regarding any customer EDI updates (new locations/warehouse)

  •       IMAP – manage products not to be shipped to policy violators

  •       Communicate with supply chain on inventory and timing

  • Data Management:

  •       Owner of customer product information

  •       Review customer websites for accuracy of product content 

  •       Utilize vendor portals for product set up and maintenance

  •       Ensure all unique customer data sheets are complete and accurate and validated

  •       Maintain communication with customers to ensure data violation notifications are received and resolved in a timely manner

  •       Ensure all tech documents are set and nomenclature is in compliance with individual customer requirements

  •       Ensure all images meet customer requirements

  •       Ensure all price change notifications are complete within each customers’ system

  • Participate in customer meetings and attend industry shows, where appropriate

  • Works collaboratively with the marketing team to drive associate adoption and engagement of eBusiness initiatives

  • Work closely with marketing to develop, deliver and maintain accurate, useful and timely online product and marketing content on a regular basis

  • Documents and regularly share best practices and market needs on core E-Commerce elements; ensure markets understand how to access and adopt assets

  • Works with demand planning to develop digital forecast accuracy that aligns to in-stock goals and promotional needs as determined by our e-commerce customers 

  • Responsible to report marketing activities and sales opportunities to manager(s)

  • All other duties as required

 

REQUIREMENTS:

  • Four-year business or marketing degree preferred, plus a minimum of 2 years of relevant experience in E commerce and/or Direct to Consumer marketing

  • 2 years of direct and hands-on experience in sales and/or trade

  • Proficiency in MS Office suite 

  • Photoshop experience preferred, but not required

  • Excellent verbal and written communication skills

  • Strong interpersonal, influencing and leadership skills

  • Bright, analytical, goal-oriented with high standards for quality and performance

  • Strategic “thinker” with ability to translate strategy into practice

  • Flexibility to effectively work with others from different culture, work habits, and management styles

  • Hardworking, action-oriented, and results driven

  • Demonstrates a “roll up your sleeves” initiative to get the job done

  • Willingness to cooperate and accept added responsibilities

  • Ability to travel