Retail Associate

Job Description

Enthusiast Auto Holdings (EAH) is a highly successful e-commerce company in the automotive aftermarket parts industry. EAH goes to market via nine enthusiast focused websites (banners) - ECS Tuning, Turner Motorsport, Pelican Parts, Rennline, Texas Speed & Performance, Z1 Motorsports, Z1 Off-Road, RCI Off-Road and EVANNEX. EAH serves automotive enthusiast customers who are passionate about how their vehicle looks and performs, by providing the parts, content, knowledge and support to make their vehicle come to life. We also serve a global network of specialty installer shops that solve for customers looking for a "Do it For Me" option. EAH’s leadership team has delivered strong organic growth with market-leading profitability. EAH has also completed multiple acquisitions and plans continued expansion of its served markets via acquisition.

EAH is owned and supported by Cortec Group, a premier private equity firm. Cortec has invested millions of dollars to expand EAH’s operations, facilities, technology, and leadership. Among other investments, EAH has recently completed a significant facility expansion at its primary distribution center and is in the process of implementing enterprise-level ERP / WMS / OMS systems.

EAH is seeking a Retail Associate that will be responsible for providing sales and customer service assistance to our customers, in support of our Sales Department.

Schedule:

• Monday – Friday, 10:30am-7:00pm 

Daily Tasks Include:

• Meeting/Greeting guests as they arrive to ECS Tuning while serving them well. 


• Responsible for handling curbside pickup support functions, including order lookup, order handoff, customer returns and other general customer service functions. 


• Responsible for maintaining the order staging area, which includes frequent follow up with customers who have had orders waiting for pickup. 


• Keeping the needs of the customers front and center providing an overall positive experience. 


• Data Entry for our multi-channel sales platforms, where you will be entering orders into our OMS. 


• Assisting the Sales Department by providing support with email and live chat support functions, ensuring that we are responding to customers in a timely fashion.

Responsibilities:

• Curbside Pickup – Sales Support  – In this role, you will be responsible for meeting/greeting our customers who are           visiting to pick up an order. You will also be required to provide assistance, as needed, to help place new orders as well as providing general support, returns and exchanges as needed. 


• Customer Interaction – In this role, you will be handling several forms of communication with buyers and potential buyers, seeking advice, product support, fitment suggestions, etc. All customers must be replied to promptly, with industry leading advice and support to ensure that we’re providing a world class experience for our customers. Technical product support is available as needed from our product teams. 


• Order Entry – In this role, you will be responsible for submitting all eBay/Amazon orders to our OMS, including order contents and payment information. You will be accountable to ensuring all orders are processed in a timely fashion, and to clearly communicate any exceptions with our customers as they arise. 


• General Support Tasks – In this role, you will be responsible for monitoring order ETA’s, as well as the outbound communication required to notify our customers when we expect to see delays on their orders.  


• Process Improvement – In this role, you will be responsible for identifying new opportunities that will further drive the workflow process and efficiencies for the curbside pickup area, while maintaining a focus on the customer experience. 

What Success Looks Like:

• Ensure that all sales orders received from multi-channel platforms are entered in a timely fashion, allowing enough time to process the orders in the DC. This will be measured by reviewing our On-Time ratings for eBay and Amazon channels. 


• Ensuring that you are supporting the sales organization by keeping customer order ETA’s updated, daily. 


• Ensuring that all sales and marketplace emails are maintained according to our 3 Hour SLA’s. This will be measured in our email client. 


• Ensuring good housekeeping and organization for your working area. 

• Retail Experience


• Basic understanding of  automotive concepts (braking, suspension, etc.)


• Positive and upbeat attitude 


• Excellent computer and data entry skills 

We are looking for a candidate that is highly motivated, driven, customer centric, strong skills in communication. To be successful you must fulfill and promote our core values of communication-transparency-trust-collaboration-respect, and able to take/receive constructive feedback.