E-Commerce Customer Account Specialist

Company Overview

So, end your job search here – at POOLCORP – Where Outdoor Living Comes to Life!

You want Benefits? You’ve got it! Our generous benefits package includes: 

• Medical, Dental, Vision, and Prescription Drug coverage with Flexible Spending Accounts and Wellness Programs

• 401 (k) with generous company match

• 13 days of paid time off (PTO) & 8 Paid Holidays (NOTE: PTO increases with tenure!)

• 100% employer paid Life Insurance and Long-Term Disability Insurance

• Paid Parental Leave

• Fully Funded Tuition Education Programs

• Bonus Programs that include Employee Recognition and Referrals, Summer Madness, and Annual Performance

• Employee Stock Purchase Plan

• Employee Discounts and much more!

Location: Remote/Hybrid in Florida.

Job Summary:

The Customer Account Specialist, E-Commerce serves as the main point of contact for our online buyers. This role handles inquiries, resolves issues and ensures a positive customer experience to drive loyalty and sales growth. As a part of the E-Commerce operation, this position will collaborate with internal teams such as sales, marketing, and operations to maintain high customer satisfaction and loyalty. 

Responsibilities:

• Handles inquiries, complaints, cancellations, invoice disputes, and order-related issues via email, phone, and chat.

• Processes customer orders, maintains detailed records, manages accounts and transactions on e-commerce platforms.

• Actively resolves issues and tracks orders to delivery, sometimes stepping in to handle complex or escalated cases.

• Works to boost sales and customer retention through positive engagement and monthly account review and occasionally assists with sales-related tasks and marketing efforts.

• Coordinates with internal teams like logistics, marketing, and sales to streamline processes and resolve customer problems.

• Monitors metrics related to customer satisfaction and account performance to identify trends and opportunities for improvement. 

• Other job related duties as assigned.

Requirements:

• An associate’s degree in business, marketing or a related field is required, along five years e-commerce experience and best practices knowledge. Five years account management experience may substitute for education.

• Previous experience in customer service, account management, or the e-commerce industry is required.

• Strong verbal and written communication skills are required for interacting with customers and internal teams.

• Experience with common e-commerce platforms like Shopify, as well as CRM and support software like Salesforce or Zendesk.

• A proactive and detail-oriented mindset with the ability to find creative solutions to customer problems.

• Excellent time management and organizational skills to manage multiple customer cases, orders, and projects at once.

• Liaise with logistics, warehousing, and other internal teams to resolve delivery and order fulfillment issues. 

• Document customer interactions, feedback, and issues in the company's Customer Relationship Management (CRM) system. 

• Identify patterns in customer feedback and suggest improvements to products, services, and internal processes. 

• Competence with tools like Microsoft Excel for data entry, reporting, and analysis. 

• Ability to navigate and use customer e-commerce websites and order management systems. 

• Proficient in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint and Teams. 

Bilingual, Military, Military Spouses and Veteran applicants are strongly encouraged to apply! We understand the uniqueness of hiring military personnel and veterans and will support him/her in the time of duty or with the transition into new civilian professions. 

POOLCORP, including all its subsidiaries, is a drug-free company and Equal Opportunity Employer – By Choice. The Company understands, respects, and values diversity – unique styles, experiences, identities, ideas, and opinions – while striving to be inclusive of all people. This commitment is critical to our success as a global company as we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. Hiring and promotional decisions are based solely on the qualifications required for the job to be filled.