Administrative Support

Position Summary The Administrative Support, eCommerce provides direct administrative support for ecommerce operations and marketing and serves as a key point of contact for iValco.com customers. This role requires strong learning, organizational and communication skills, a customer-first mindset, "love for technologies" and the ability to manage multiple priorities across various disciplines and departments. Key Responsibilities Customer Support & Onboarding • Manage customer account setup, onboarding, and activation processes using various systems (ERP, Website Admin/CMS, etc.) • Serve as first point of contact for customer inquiries, troubleshooting basic technical issues and escalating to IT or other departments as needed • Serve as a point of contact for customer order inquiries, changes, and cancellations, directing them to the right personnel and follow up to ensure customer satisfaction • Assist customers with the website, offering onboarding sessions, webinars, and other support services to ensure customer adoption Customer Outreach • Conduct outbound calls to customers for registration, order assistance, check-ups / follow-ups and general support • Perform additional outreach tasks as directed by the Director of eCommerce General Department Support • Act as primary support for the Director of eCommerce when not available, managing shared inboxes, calendars, and common inquiries from inside staff, customers, warehouses and vendors • Pull, update and maintain reports; provide data entry and summaries • Audit and update customer account data across systems for accuracy • Assist with organizing and maintaining website content, customer data, and product data • Provide operations and sales support and other administrative tasks assigned • Document and organize all SOPs as they pertain to e-comm operations and measurements • Coordinate with vendors, manufacturers and other departments as needed • Assist with marketing, operations and support materials or training documents for new customers or staff • General office administrative duties as assigned, including phone reception when needed Qualifications • 2+ years of administrative or customer support experience • Strong verbal and written communication skills • Comfortable with high-volume email/phone interaction (inbound and outbound) • Proficiency in Microsoft Office, particularly Excel (just above basic level), Teams and Outlook • Experience working with Web, ERP, CRM, and CMS applications • Ability to work independently and manage priorities with minimal supervision • Detail-oriented with strong organizational and process-driven skill