Job Information
GCG E-Commerce Customer Support Specialist in Boise, Idaho
Overview
GCG's Connectivity & Power Solutions (CPS) division is currently seeking an E-Commerce Customer Support Specialist to join our growing marketing team!
As an E-Commerce Customer Support Specialist , you will be responsible for providing customer support for our online customers by handling inquiries related to orders, product information, returns, and technical issues across various communication channels, including email, phone, and live chat . You will play a key role in ensuring a seamless digital customer experience , resolving issues efficiently, and supporting daily e-commerce operations such as order processing, request for quote (RFQ) distribution, and platform access troubleshooting .
This role is ideal for customer-focused professionals with experience in e-commerce customer service , order management, and digital customer interactions.
This role offers a remote work arrangement however there is a strong preference for candidates in either the Eastern or Central time zone to align with the desired work schedule.
What You’ll Do
E-Commerce Customer Support
Respond to customer inquiries, order modifications, and requests for quotes via email, phone, and live chat
Assist customers with order tracking, claims, returns, and exchanges
Troubleshoot platform access issues , including login, password resets, and payment processing errors
Maintain a guest-centric mindset , providing polite and professional customer experiences
Order & Return Processing
Process online orders , ensuring accurate fulfillment and timely updates to customers
Manage returns and exchanges , following company policies and initiating return authorizations and refunds
Monitor stock levels and communicate with customers regarding availability
Lead Qualification & Sales Support
Review and qualify incoming requests for quotes , scoring and distributing leads to the sales team
Collaborate with internal teams, including accounting, sales, and logistics , to resolve customer concerns efficiently
Technical & Product Support
Gain product knowledge (training provided) to assist customers with basic inquiries
Troubleshoot technical issues related to the e-commerce platform and website navigation
Data Management & Reporting
Maintain accurate customer records and track interactions within the CRM system
Identify customer trends and issues , providing feedback for process improvements
What You’ll Bring
Education & Experience
High school diploma or equivalent required
Minimum 2 years of customer service experience , preferably in an business-to-business e-commerce or digital environment
Experience with order processing, returns, and customer support for online platforms preferred
Familiarity with CRM systems (Salesforce, HubSpot) and e-commerce platforms is a plus
Skills & Qualifications
Strong verbal and written communication skills
Ability to manage high volumes of inquiries while maintaining accuracy and professionalism
Strong problem-solving skills and ability to work independently
Proficiency in Microsoft Excel, Word, and online customer service platforms
Ability to prioritize tasks in a fast-paced environment
Willingness to adapt to change and collaborate effectively with internal teams
What We Offer
Starting pay rate of $21 to $22 per hour
Robust and affordable benefits options, including medical, dental, vision, life insurance, short and long-term disability insurance, and more
PTO plan with company paid holidays
401K with employer contribution
An employee-centric company that values and truly appreciates our most important asset: You!
About Allied Wire & Cable
Allied Wire & Cable (AWC) was founded in 1987 and acquired by GCG in 2021. We are a market-leading, value-added distributor of wire and cable-based connectivity and industrial automation solutions. We proudly serve the industrial OEM, factory automation, communications, and building technology markets.
About GCG
At GCG, our mission is to power, connect, and automate our world. With the responsive DNA of a startup and the size of a global leader, we offer top brands and extensive value-added services that make us an invaluable partner to our customers in multiple industry verticals across the globe. We are committed to meeting the needs of our customers, while focusing attention on our responsibility to the environment, our associates and the communities we serve.
EEO Statement
GCG is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
ADA Compliance
These duties and responsibilities listed above are judged to be "essential functions" in terms of the Americans With Disabilities Act, or ADA. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Furthermore, the above statements are intended to describe the general nature and level of work being performed by a person in this position. They are not to be construed as an exhaustive list of all duties that may be performed by such a person.
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Job Locations US-Remote
ID 2025-1668
Category Marketing
Position Type Regular Full-Time
GCG
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