Job Summary
We are looking for a US-based Sales Support & Product Specialist to support customer inquiries across our official website and third-party retail platforms such as Wayfair.
This role is responsible for providing professional pre-sales consultation, answering product and installation-related questions, helping customers choose the right shower systems and bathroom hardware products, and supporting order conversion.
The ideal candidate should have experience with bathroom fixtures, shower systems, faucets, valves, plumbing-related products, home improvement, hardware, or building materials. This person should be able to communicate clearly and professionally with homeowners, contractors, plumbers, and designers.
Key Responsibilities
- Pre-Sales Product Consultation 1.1 Respond to customer inquiries through website chat, email, marketplace messages, and other 1.2 online channels in a timely and professional manner. 1.3 Provide accurate product information and recommendations for shower systems, faucets, valves, trim kits, bathroom hardware, and related accessories. 1.4 Help customers understand product features, finishes, dimensions, installation types, included components, compatibility requirements, and replacement part needs. 1.5 Assist customers in choosing suitable products based on their bathroom remodel needs, installation conditions, design preferences, and budget. 1.6 Support homeowners, contractors, plumbers, and designers with product selection and basic technical questions before purchase.
- Sales Support & Order Conversion 2.1 Identify customer needs and recommend suitable product solutions to improve purchase confidence and conversion rates. 2.2 Assist customers with product comparison, order completion, shipping questions, promotion-related questions, and purchase concerns. 2.3 Follow up with high-intent customers when appropriate to support order conversion. 2.4 Provide support for both the official website and third-party platforms such as Wayfair, including product questions, customer messages, product Q&A, and marketplace-related inquiries. 2.5 Support seasonal promotions, sales campaigns, and new product launches when required.
- Product & Installation Support 3.1 Help customers understand installation requirements, rough-in valve information, water pressure requirements, connection types, product dimensions, and replacement part needs. 3.2 Review product specifications, installation manuals, product listings, and FAQ materials to provide accurate answers. 3.3 Escalate complex technical or installation issues to the product or technical team when needed, and follow up until the issue is resolved. 3.4 Identify common customer questions related to installation, compatibility, missing parts, product usage, or replacement parts, and help improve FAQ, product pages, and support materials.
- Customer Feedback & Process Improvement 4.1 Collect and summarize customer feedback, common objections, product questions, and recurring issues from the website and marketplace platforms. 4.2 Work with marketing, operations, product, and customer service teams to improve product listings, FAQs, service processes, and customer experience. 4.3 Maintain accurate customer communication records and meet response time, service quality, and customer satisfaction KPIs. 4.4 Provide suggestions for improving product pages, product descriptions, installation guides, marketplace listings, and customer support documentation based on real customer inquiries.
Requirements ：
1. 2+ years of experience in sales support, customer service, product support, or e-commerce customer support.
2. Experience in bathroom fixtures, shower systems, faucets, plumbing products, home improvement, hardware, building materials, or related categories is strongly preferred.
3. Familiarity with shower systems, valves, trim kits, faucets, bathroom hardware, installation requirements, or replacement parts is a strong plus.
4. Ability to understand product specifications, installation guides, product dimensions, and compatibility information.
5. Strong written and verbal communication skills in English.
6. Strong customer service mindset with the ability to explain product information clearly, patiently, and professionally.
7. Sales-oriented mindset with the ability to identify customer needs and support purchase decisions.
8. Experience with online retail platforms such as Wayfair, Amazon, Shopify, WooCommerce, or similar platforms is preferred.
9. Ability to work independently, follow up on customer issues, and coordinate with cross-functional teams.
10. Basic CRM, helpdesk, spreadsheet, and computer skills.
Nice to Have
1.Experience working with homeowners, contractors, plumbers, interior designers, or trade customers.
2. Spanish communication ability is a plus, especially for customers in Florida, Texas, California, and other Spanish-speaking markets.
3. Experience supporting marketplace operations, product Q&A, customer reviews, or post-purchase issue tracking.
4. Familiarity with US home improvement retail platforms such as Wayfair, Home Depot, Lowe’s, Amazon, Build.com, or similar platforms is a plus.
5. Experience in improving product listings, FAQs, installation guides, or customer support scripts based on customer feedback is a plus.
Key Performance Indicators
1.First response time
2.Inquiry resolution rate
3.Pre-sales inquiry conversion rate
4.Customer satisfaction score
5.Marketplace response quality
6.Follow-up completion rate for high-intent customers
7.Accuracy of product and installation-related answers
8.Number of useful product page / FAQ / listing improvement suggestions
职位类型：全职
薪资： $15.00至$23.00（每小时 ）
Work Location: 现场办公
