Customer Portal Administrator (part-time)

ABOUT THE POSITION: As our Customer Portal Administrator, you are responsible for the day-to-day management, support, and maintenance of our customer portal. You'll ensure the portal is user-friendly, secure, and operational, providing customers with a seamless experience. When customers have questions or need assistance, you'll determine user access, troubleshoot issues, and provide helpful, up-to-date content. This position is part-time (approx. 30 hours per week.)

OUR IDEAL CANDIDATE: You have 4-6 years of experience supporting an e-commerce platform or customer portal, ideally within a manufacturing or customer service environment. You're comfortable troubleshooting technical issues and improving processes to create a smoother experience for customers. You're proactive in identifying system inefficiencies, documenting best practices, and training customers, with patience and clarity, on common issues-whether it's resetting passwords, clearing cache, or understanding catalog restrictions. You thrive in a fast-paced environment and want to impact the business by building and refining processes while ensuring our customer portal runs smoothly. Lastly, you comfortable using MS Office, and having experience with ERP systems (e.g., SyteLine), and CRM (e.g. HubSpot) is helpful.

HOW YOU WILL MAKE A DIFFERENCE:

You will INNOVATE by:

• Enhancing, managing, and optimizing the portal to elevate the experience for customers, empower sales representatives, and support internal partners.
• Collaborating across departments, including IT, customer service, sales, and marketing to ensure the portal consistently meets and exceed user expectations.
• Maintaining all portal requests and providing excellent support, training, and documentation to resolve issues and ensuring all content is up to date.
• Recommending enhancements and new features to elevate the user experience.

You will EXPLORE by:

• Gathering feedback from users to improve the quality and relevant of portal content.
• Overseeing and processing sample requests, producing reports for management, and analyzing the impact of samples on sales.
• Preparing user guides, FAQs, and instruction documentation to empower users on the portal.
• Developing and conducting individualized customer training to maximize portal understanding and optimal accessibility of features and benefits.
• Distributing quarterly updates to keep users and stakeholders informed about new features and best practices to maximize ongoing portal success.

You will PERFORM by:

• Answering daily inquiries from customers, resetting passwords, assisting with order placement, and troubleshooting any problems that arise.
• Managing access rights, roles, and permissions for customers, sales representatives, and internal partners while conducting monthly analysis to find any idle or unused seats that needs deactivating.
• Creating and managing customer price list to ensure customers are receiving dynamic pricing on portal
• Updating the portal product catalog with new part numbers and removing obsolete part numbers to keep the portal up to date on current items available for customers.
• Creating individual customer catalogs to ensure each customer has visibility to the correct products.
• Providing back-up to Customer Order/Support team members.

We offer competitive wages and the following great benefits:

• Health, Dental, and Vision insurance
• Short term & Long-term disability insurance
• 401k with employer match
• Paid time off, including Vacation, Sick & Personal Time, and 11 paid Holidays
• Generous Profit-Sharing Plan
• Tuition reimbursement & Scholarships
• Development and Growth opportunities
• Casual work environment for all associates
• State-of-the-Art, temperature-controlled environment
• And many more!