Online Customer Support Representative (On-Site)

American Welding & Gas Company is seeking an Online Customer Support Representative with experience in the industrial products sector to join our corporate headquarters in Raleigh, NC. This position requires on-site attendance Monday through Friday.

In this role, you will be the primary point of contact for customers navigating our web store, assisting them with technical product inquiries, order placement, and post?purchase support. No prior industrial experience is required, but a strong willingness to learn technical product details is essential.

Key Responsibilities

• Inquiry Management : Respond to customer questions via phone, email, and live chat regarding industrial part specifications, availability, pricing, or site navigation.
• Order Processing : Assist customers in completing online purchases and manually enter or modify orders within our ERP/CRM systems .
• Technical Support : Provide basic troubleshooting for industrial products using provided digital manuals and knowledge bases.
• Listing Support : Assist the e-commerce team by identifying inaccuracies in online product descriptions or technical data sheets.

Required Skills & Qualifications

• Education : High School Diploma or equivalent required; some college coursework is a plus.
• Communication : This is a customer facing role and you must be comfortable communicating with customers both external and internal. Ability to explain technical product details in simple, professional terms to various customer types.
• Technical Aptitude : Comfortable learning new software, including e-commerce platforms (like Shopify, BigCommerce or Magento) and basic spreadsheet tools (Excel/Google Sheets).
• Detail Orientation : High accuracy in data entry for part numbers, quantities, and shipping addresses to prevent costly errors.
• Problem Solving : Resourceful approach to finding product alternatives when items are out of stock.
• Experience : 02 years in a customer-facing role; previous experience in retail, warehouse, or call center environments is beneficial.

Nice?to?Haves

• Familiarity with industrial tools, hardware, or MRO (Maintenance, Repair, and Operations) supplies.
• Experience with CRM software like Salesforce or Zendesk.
• Basic understanding of SEO or digital marketing for product listings.

American Welding & Gas is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.