eCommerce Operations, part of the Global Development Division, drives SHRM's eCommerce strategy, management of the SHRMStore online operations, and collaborates with cross-functional partners to manage all aspects of the eCommerce business and Affiliate partnerships. eCommerce Operations ensures that SHRM members and customers can purchase and register online for a variety of conferences, seminars, education, books, tools, and compliance products of interest to HR professionals at all career levels.
The eCommerce Customer Success Specialist is responsible for maintaining website product information and managing the accessories area of the SHRMStore. Provides Tier 2 customer support and helps troubleshoot and resolve customer inquiries or concerns that are escalated by the Customer Experience team. Ensures a friendly, positive, and timely shopping experience. Confirms and processes eCommerce customers' records, billing information, payment transactions, and delivery date.
Exhibits in-depth product knowledge of various products sold at the SHRMStore in order to hold phone calls with subscribers and help them navigate through product features, proactively answer questions, and help customers to solve their problems and achieve their goals using the different digital products sold at the SHRMStore.
Reviews SHRMStore to ensure product presentation conforms to eCommerce best-practices.
Provides Tier 2 customer support and helps troubleshoot and resolves customer inquiries or concerns that are escalated by the Customer Experience team.
Analyzes eCommerce performance reports and assists with strategy.
Assists with implementing updates on the SHRMStore.
Runs inventory and sales reports.
Reviews and submits invoices.
Lists accessory products for sale online.
Performs data entry, formats images, contacts vendors and customers as necessary, and receives inventory.
Conducts product research and basic office tasks as necessary.
Other duties as assigned.
High school diploma or equivalent.
Minimum 1-2 years of experience in digital sales, marketing, managing eCommerce marketplaces or equivalent digital business development experience.
Relevant customer service experience in an office or call-center environment.
Familiarity with HTML
Proficiency in Microsoft Office applications (Word and Excel).
Strong telephone skills.
Ability to create concise emails and other written communications.
Problem-solving and time management skills.
Ability to multi-task.
Self-motivated, curious, and goal-oriented.
Team player – collaboration is second nature.
Enjoys challenges and is committed to excellence.
Let us know if you also have:
Bachelor's degree in English, business, marketing or a related field.
Familiarity in online marketing techniques, databases and list management.
Experience in reporting and analysis using Google Analytics.
Experience with NetSuite
Working knowledge of web development and enabling technologies.
Working knowledge of business intelligence tools, such as Tableau.
Physical Demands Regularly required to sit; talk and hear, use hands to type, file, handle or feel. The employee is frequently required to reach with hands and arms. Occasionally required to stand; walk and stoop, kneel, crouch, or crawl. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is regularly performed in a professional office environment and routinely uses standard office equipment. Work is regularly performed in a combination of home office and conference settings, and routinely uses standard office equipment. It may require the maintenance of home office and proximity to an airport for work related travel. The Society for Human Resource Management is an equal opportunity employer (Minority/Female/Disabled/Veteran). ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: firstname.lastname@example.org or TDD (703) 548-6990.
The Society for Human Resource Management (SHRM) is the world’s largest HR professional society, representing 285,000 members in more than 165 countries. For nearly seven decades, the Society has been the leading provider of resources serving the needs of HR professionals and advancing the practice of human resource management. SHRM has more than 575 affiliated chapters within the United States and subsidiary offices in China, India and United Arab Emirates. Visit us at shrm.org.