E-Commerce Customer Support & Account Specialist

About PRM Filtration:

Join a growing leader in environmental stewardship! Headquartered in Butner, NC, PRM Filtration is a premier manufacturer and distributor of industrial filtration and environmental remediation systems. Operating a rapidly expanding e-commerce platform alongside our traditional B2B manufacturing channels, we pride ourselves on delivering absolute quality, genuine service, and technical expertise across the globe.

Position Summary:

We are seeking a detail-oriented, high-caliber E-Commerce Customer Support & Account Specialist to manage customer relationships and order fulfillment across our digital sales channels. In this role, you will serve as the primary point of contact for our online customer base, handling complex inbound inquiries, managing client accounts, and ensuring an exceptional post-purchase experience. This position requires strong technical aptitude, organizational skills, and proficiency with digital tools to help streamline our day-to-day e-commerce operations. Reporting directly to the E-Commerce Sales Director, you will be a vital part of a close-knit, high-performing team focused on customer satisfaction and operational excellence.

Key Responsibilities:

Inbound Customer Support:

Efficiently field and resolve incoming inquiries via phone, email, and live chat, answering technical questions and guiding customers through their purchasing journey.

Account & Quote Management:

Create accurate price quotes, process incoming B2B and direct-to-consumer orders, and assist clients with account setup and order history requests.

Data & Pipeline Management:

Maintain clean customer records, log communications, and manage technical support tickets efficiently using HubSpot CRM.

E-Commerce Operations:

Monitor order trends within the Shopify backend, coordinate with fulfillment teams, and proactively update clients on order status, tracking, and lead times.

Inventory & Listing Support:

Assist with inventory verification and support e-commerce listing management within Shopify to ensure product availability and data accuracy.

Qualifications & Skills:

Experience:

1-3+ years of experience in Customer Support, Account Management, or E-Commerce Operations (experience within an industrial, manufacturing, or technical product environment is a massive plus).

Communication:

Exceptional verbal and written communication skills with a polished, professional phone and email presence.

Problem-Solving Drive:

A strong customer-first mindset with the ability to troubleshoot account issues and navigate complex order fulfillment scenarios.

Technical Aptitude:

Ability to comfortably learn and speak about technical products, parts, and industrial filtration components.

Software Proficiency:

Hands-on experience using HubSpot (or a similar CRM), Shopify (or a similar e-commerce backend), and the Google Suite (Docs, Sheets, Gmail) for daily operations.

Local Presence:

Must be reliable, organized, and able to work full-time on-site at our facility in Butner, NC.

Pay:

$45,000.00 - $55,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person