B2B E-Commerce Lead
Job Summary
The B2B E-Commerce Lead will play a key role in the development and day-to-day operation of The Fastener Group's B2B e-commerce platform.
This is a highly collaborative and operational role. This position will act as a central point of contact between the B2B platform, our customers, sales representatives, branches, warehouses, e-commerce team, and other departments. The B2B E-Commerce Lead will help ensure customers receive the same knowledgeable, responsive service online that they expect from our branches.
The role will coordinate customer needs, orders, fulfillment, platform requirements, and internal resources to ensure the B2B channel operates effectively and provides a strong customer experience.
Responsibilities
- Assist with the development and implementation of The Fastener Group's B2B e-commerce platform.
- Develop a strong working knowledge of the B2B platform and the processes required to support it.
- Serve as a primary point of contact for B2B customers, assisting with product, account, order, and platform-related questions and resolving customer or order issues as they arise.
- Coordinate with sales representatives, branches, warehouses, and other departments to address customer needs, manage priorities, resolve operational issues, and ensure orders are fulfilled accurately and efficiently.
- Maintain accurate and useful information on the B2B platform and identify opportunities to improve processes and the overall customer experience.
- Support and coordinate the day-to-day activities of the B2B team.
Skills & Experience
- Strong customer service and communication skills.
- Strong organizational skills with the ability to coordinate multiple priorities and follow tasks through to completion.
- Excellent problem-solving skills with the ability to identify and resolve issues effectively.
- Comfortable learning new systems and business processes.
- Ability to work independently while contributing effectively as part of a team.
- Experience in customer service, counter sales, inside sales, distribution, or a similar operational environment, with an understanding of accurate and timely order fulfillment.
Preferred Qualifications
· Experience in industrial distribution, fasteners, tools, construction supplies, or a related industry, particularly working with contractors, tradespeople, or other B2B customers.
· Familiarity with ERP, e-commerce, inventory, order management, or similar business systems would be an asset.
