Online Sales & Customer Support Specialist

Online Sales & Customer Support Specialist
About the Role

Are you passionate about helping customers create beautiful bath and kitchen spaces while delivering an exceptional online shopping experience? Baths of America is seeking an Online Sales & Customer Support Specialist whose mission is to turn one-time online buyers into long-term, high-value customers.

You'll engage with luxury homeowners, builders, interior designers, contractors, and DIY customers, adapting your communication style to each audience while helping them purchase the right products for their projects. Our specialty is luxury plumbing fixtures, decorative hardware, vanities, sinks, faucets, appliances, and bath accessories from the industry's leading brands.

Success in this role means more than answering customer questions. You'll proactively follow up with customers, recommend companion products and installation components, build lasting relationships, and deliver the kind of wow-level service that generates five-star reviews and repeat business.

Working closely with the E-Commerce Director, Sales Team, Purchasing, and Warehouse Operations, you'll play a critical role in growing Baths of America's online business while increasing customer lifetime value.

Sales & Follow-Up Responsibilities

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• Proactively follow up with online customers via phone, text message, and email after purchases to ensure they have everything needed to complete their project.
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• Review every online order for missing companion products, installation components, trim kits, valves, drains, accessories, mounting hardware, and other required items.
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• Recommend complementary products, complete product packages, and upgrade opportunities that improve the customer's project while increasing order value.
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• Build relationships that position Baths of America as the customer's preferred source for future bath and kitchen remodeling projects.
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• Generate repeat business by maintaining ongoing communication throughout the customer's remodeling journey.
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• Track all outreach attempts, customer conversations, follow-up tasks, and sales opportunities within the company's CRM (such as HubSpot).
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• Ask satisfied customers to leave online reviews to strengthen Baths of America's reputation and increase customer trust.
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Customer Support Responsibilities

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• Respond to live chat inquiries and new website leads within minutes, delivering wow-level service that earns five-star customer reviews.
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• Respond professionally to customer inquiries by phone, email, live chat, and other online communication channels.
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• Assist customers with product selection, pricing, availability, specifications, order status, shipping questions, and installation requirements.
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• Process orders, cancellations, exchanges, returns, refunds, and warranty requests accurately and efficiently.
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• Manage customer accounts, online orders, and website-generated leads within Shopify and other company systems.
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• Monitor Shopify orders for fraud alerts, payment issues, and fulfillment exceptions while coordinating resolutions with the appropriate departments.
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• Coordinate with Purchasing, Warehouse, Shipping, and Vendor partners to resolve customer issues quickly.
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• Communicate expected lead times clearly, explaining when products are made-to-order, custom manufactured, or have extended vendor lead times. Help customers understand why certain luxury products require additional production time while assuring them we will always work to deliver as quickly as possible.
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• For builders, designers, and contractors, encourage customers to involve Baths of America early in the project planning process so product availability and lead times can be managed proactively.
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• Maintain accurate customer documentation within the CRM and customer support platform.
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• Assist in developing FAQs, canned responses, knowledge base articles, and customer communication templates.
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Product Knowledge & Continuous Learning

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• Continuously expand your knowledge of luxury plumbing, decorative hardware, kitchen, and bath products.
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• Study competitor websites to better understand product applications, required installation components, recommended accessories, and complete product packages.
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• Research opportunities where proactive customer follow-up could improve the buying experience and increase sales.
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• Stay current on trends within the bath, kitchen, plumbing, and luxury home improvement industries.
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• Recommend new products, brands, and online merchandising opportunities that improve Baths of America's product offering.
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• Company training and resources will be provided, but self-directed learning, curiosity, and personal initiative are expected.
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Required Qualifications

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• High school diploma or GED required; Associate's or Bachelor's degree is a plus.
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• Minimum of 2 years of customer service experience in retail, e-commerce, or order management.
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• Outstanding verbal and written communication skills.
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• Strong organizational and multitasking abilities.
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• Excellent attention to detail.
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• Ability to quickly learn new software and business processes.
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• Proficiency with Microsoft Office and/or Google Workspace.
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• Comfortable making repeated outbound phone calls, emails, and text messages throughout the day.
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• Able to communicate professionally with luxury homeowners, builders, interior designers, contractors, and DIY customers, adapting communication style appropriately.
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Preferred Qualifications

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• Experience in inside sales, customer retention, account management, or cross-selling/upselling.
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• Previous experience in plumbing, kitchen and bath, appliances, home improvement, construction, luxury retail, or building products.
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• Experience with Shopify or another e-commerce platform.
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• Experience using CRM software such as HubSpot, Salesforce, or similar, including documenting customer interactions and managing follow-up tasks.
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• Experience using Gorgias, Zendesk, Freshdesk, Help Scout, or similar customer support software.
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• Experience reviewing online orders for fraud prevention and payment verification.
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• Familiarity with ERP systems is a plus.
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• Bilingual (English/Spanish) is a plus.
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What We're Looking For

The ideal candidate:

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• Loves helping customers while identifying opportunities to increase sales.
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• Is a self-starter with the gumption to research competitors, learn products independently, and follow up persistently without being pushy.
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• Takes ownership of customer relationships from the first inquiry through project completion.
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• Communicates professionally and confidently with customers at every experience level.
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• Enjoys learning technical products and helping customers make informed purchasing decisions.
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• Thrives in a fast-paced, growing business where initiative is recognized and rewarded.
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Benefits

Baths of America offers a competitive benefits package including:

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• Medical, dental, and vision insurance
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• Company-paid life insurance
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• Paid Time Off (PTO)
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• Paid holidays
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• 401(k) retirement plan (if applicable)
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• Employee discounts on company products
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• Ongoing training and professional development
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• Career growth opportunities, including a defined path to Online Sales Manager as our e-commerce business continues to expand
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