Job Type: Full Time

Description

Grace Manufacturing, Inc is a leader in manufacturing, consumer goods and related industries. We are 100% Employee Owned and are proud of our culture of mutual accountability and transparency to our employees. We do business differently by playing the Great Game of Business, which allows us to educate, empower, and engage our people and give them freedom to build an outstanding company.

We are seeking qualified candidates for an Ecommerce Marketing & Customer Specialist position for our MudBusters company located in Tempe, Arizona. This position can be 100% remote if not located near our facility in Tempe, Arizona.

Position Summary

Working as part of the MudBusters Customer Service and Marketing teams, this role will be responsible for customer calls and online messages as well as posting content on social media platforms or forums. Managing customer and dealer accounts in our business to consumer (B2C) and business to business (B2B) retail sales channels. This role is also responsible for providing excellent daily customer service activities and provide support to other departments such as Sales, Accounting, Shipping, Production, etc. Support within the company is essential as we are working together towards the goal of growth and continuous improvement. This position can be 100% remote if not located near our facility in Tempe, Arizona. Monday-Friday workweek with the only weekend need to check Amazon and eBay messages to ensure SLA compliance. Paid travel to our annual Summit with possibility to travel 2-3 times per year up to 5 days per trip.

Key Responsibilities

Support Retail Sales Channel

• Maintain detailed communication history on all orders (i.e.: dealer incidents, sales notes, etc.)

• Support dealers directly with dealer customer service needs as well as direct support to 3rd party customers

• Advise dealers on policies and operational matters

   

  Support Direct to Consumer Sales

   

• Perform order entry and process payments

• Work directly with consumers to maximize both the customer experience and the average sale per order

• Keep detailed record of communication with customer orders (i.e.: incidents, sales notes, etc.)

• Navigate through various owned and 3rd party sales channels

• Actively post and respond on forums and other social media as assigned

   

  Administrative / General

• Maintain Late Shipment Report

• Manage defective requests, process exchange requests, and shipping replacements

• Maintain excellent communication via telephone, internet & email with all internal and external customers.

• Communicate concisely and professionally both in written & verbal form

• Work successfully within a dynamic team environment

• Actively participate in our Great Game of Business culture, including reading materials and crafting mini-games

• Develop and maintain a vast knowledge of the products and services MudBusters offers to provide excellent customer service

• Other miscellaneous duties as needed

   

  Key Qualifications

• 3 years’ experience in sales & customer service experience

• Experience in the Off-Road Industry is a plus, but not required.

• Natural sales aptitude with strong track record, Including upselling.

• High level of competency and comfort level with business technology. Experience in using various online platforms, email, Skype/Instant Messaging, vendor portals, Microsoft Business Office Suite, Amazon, eBay

• Able to prioritize work appropriately in a complex environment where there are shifting priorities. Organizational skills a must.

• Able to analyze and report any malfunctions and/or process improvements to all team members.

• Exceptional communication skills both verbal and written

• Ability to travel if remote

• Multi-tasking abilities

Grace Manufacturing, Inc. is proud to be Employee-Owned (ESOP) and offers its employee-owners a competitive compensation and benefit package to include medical, dental, vision, paid vacation, and 401k. We also have optional benefits to include short-term disability and hospitalization. Most importantly, we have a friendly atmosphere where employees can thrive and perform.