E-Commerce Customer Support Specialist

*E-Commerce Customer Support Specialist* *About Matterly* Matterly is a division of Mountville Mills, Inc.
, headquartered in LaGrange, Georgia.
Matterly designs premier doormats and floor mats for the residential market, changing the way people look at floor coverings.
*Position Summary* Matterly is seeking a highly motivated, customer focused, go-getter to join our growing team! The E-Commerce Customer Support Specialist is responsible for ensuring customers have a positive experience with the Matterly brand via our website, mymatterly.
com.
Responsibilities include but are not limited to: * Customer communication o Responding to customer inquiries (chats, email, calls) in a timely manner.
o Responding to social media comments, messages/DMs, and posts/tags in an appropriate and timely manner.
o Proactively alerting customers to delays in production or shipping.
o Maintaining accurate records and documenting all customer experience activities and discussions.
* Administration duties o Assisting with item setup in the ERP system o Order confirmations, which includes ensuring automation works correctly and working closely with the Product Designer for personalized designs.
o Monitoring order flow; stepping in to manually push orders when automations fail.
o Assessing service statistics and sales statistics; preparing detailed reports.
o Working with UPS to trace packages and file claims when necessary.
* Staying informed on the latest customer experience techniques, methods, trends, and expectations, and sharing those with the Matterly team so we can stay at the forefront of customer experience.
The Matterly Customer Experience Specialist is a 8:00 AM – 5:00 PM hybrid role that reports to the E-Commerce Manager.
Once initial training is complete, the Specialist should plan to *work from Mountville Plant 1 (in LaGrange) **at least* *one day each week*.
The Specialist will be provided all the necessary tools (laptop, dual monitors, web camera, etc.
) to work from home up to four days each week, but it is his/her responsibility to ensure these tools will be used in an environment that is conducive to productive work – a quiet, distraction-free setting with fast, reliable internet service.
*Local candidates only* (within a 60-mile radius of LaGrange, Georgia).
Relocation assistance will not be provided.
*Qualifications* · 4+ years of experience in a customer service or administrative role · Excellent communication skills, both written and verbal, and a customer-focused mindset · The ability to prioritize multiple projects, tasks, and deadlines with rigorous attention to detail · Computer proficiency with Microsoft Office (Word, Excel, and PowerPoint) · Sound understanding of and an interest in e-commerce · Experience with e-commerce platforms (like Shopify) is a plus, adaptability and willingness to learn how to effectively use the e-commerce platform is a must · Interest in direct-to-consumer brands and branding in general is a plus as this person will play a key role on the Matterly team and there is opportunity for growth in both the customer service department as a manager and beyond! *Compensation & Benefits* · Competitive salary starting at $38,000/year based on experience and qualifications · Comprehensive benefits package including medical and dental insurance, 401k retirement plan, profit sharing, and paid vacation and holidays · Strong team environment with career growth support and the opportunity for advancement with a financially stable, growing company.
Job Type: Full-time Pay: From $38,000.
00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Flexible schedule * Health insurance * On-the-job training * Paid time off * Parental leave * Professional development assistance * Vision insurance * Work from home Experience level: * 4 years Shift: * 8 hour shift * Day shift Weekly day range: * Monday to Friday Work setting: * Hybrid work * Office Application Question(s): * Must live within 60 miles of LaGrange, Ga Experience: * Customer: 4 years (Required) * Administrative: 4 years (Required) Ability to Commute: * LaGrange, GA 30241 (Required) Work Location: Hybrid remote in LaGrange, GA 30241