E-commerce Growth Specialist

Description

If you are looking for a great place to continue your career, let's talk!!

 Blaine Brothers is looking for an energetic, customer-obsessed Ecommerce Growth Specialist to be the day-to-day point person for growing our e-commerce platforms across Blaine Brothers and our sister companies. This role sits at the intersection of sales, customer experience, marketing, and technology: signing up and onboarding B2B customers, supporting them online and in the field, and continuously improving the site, the tools, and the processes behind it. If you are energized by winning new customers, love solving problems, are tech-savvy and curious about automation, and take pride in delivering an exceptional customer experience, this is the position for you. The role balances day-to-day operations (about 50%), improvement projects (about 30%), and growth strategy (about 20%). Heavy-duty truck and trailer parts knowledge is a strong plus. 

Awarded Star Tribune’s Top Workplaces 7 years in a row. We like to work hard, play hard, and take pride in everything we do!

$68,000-$82,0000 Annually | Full-time 100% In Office | Mon-Fri, 9am-5pm

 BENEFITS: Industry leading pay and benefits, paid weekly, overtime opportunities , vacation rollover, $50,000 life insurance policy gifted to all FT employees, 401k with a company match, career advancement programs, awesome company events, HUGE tech referral bonuses. 

 Blaine Brothers is looking for an energetic, customer-obsessed Ecommerce Growth Specialist to be the day-to-day point person for growing our e-commerce platforms across Blaine Brothers and our sister companies. This role sits at the intersection of sales, customer experience, marketing, and technology: signing up and onboarding B2B customers, supporting them online and in the field, and continuously improving the site, the tools, and the processes behind it. If you are energized by winning new customers, love solving problems, are tech-savvy and curious about automation, and take pride in delivering an exceptional customer experience, this is the position for you. The role balances day-to-day operations (about 50%), improvement projects (about 30%), and growth strategy (about 20%). Heavy-duty truck and trailer parts knowledge is a strong plus. 

 Day-to-Day Operations (approximately 50%) 

•  Serve as the day-to-day owner and point person for the e-commerce channel, keeping customers, sales, and internal teams moving 
•  Provide front-line e-commerce customer support by phone, email, and live chat, resolving order, account, login, and product questions quickly and professionally 
•  Monitor the website chatbot and live chat daily, answering escalations and coordinating handoffs to the right reps 
• Own customer onboarding from account setup through first orders: set up accounts and access, train customer users, and follow up to drive repeat usage 
• Conduct regular field work with B2B customers and sales reps, including on-site demos, training, ride-alongs, and account check-ins to grow adoption 
• Monitor open e-commerce orders daily and step in early to meet customer expectations: troubleshoot out-of-stock parts by sourcing from other branches, approved alternates, or suppliers, and keep customers informed of options and updated ship dates 
•  Manage backorders end to end: track status, follow up with purchasing and suppliers, communicate realistic ship dates, and close the loop with customers
• Partner with branches to ensure online orders are picked, packed, and shipped on time; escalate and resolve delays, shipping errors, and other exceptions 
• Maintain product content and data quality (part information, images, cross-references, and promotional products) with purchasing, marketing, and our product data team 

 Projects & Continuous Improvement (approximately 30%) 

•   Work with our developer and overseas development team to surface, prioritize, and deliver site improvements and enhancements: maintain the development backlog, write clear requirements, test new releases before launch, and track bugs through resolution 
• Gather customer, sales, and site data to identify friction points in the online experience and build the case for new features ? Continuously improve the chatbot by refining responses, adding automated workflows, and expanding what it can resolve without a live rep 
•  Build and manage email journeys and lifecycle campaigns (welcome/onboarding, abandoned cart, reorder reminders, win-back, promotions) in partnership with marketing 
• Identify the root causes of recurring order and fulfillment issues (stock gaps, branch handoffs, backorders, manual workarounds) and work with operations, purchasing, and branches to close operational gaps and reduce manual intervention
•  Design and document behind-the-scenes e-commerce operational processes, and look for every opportunity to automate manual work using available technology (CRM, ERP, workflow, and AI tools) 
• Special e-commerce or operational projects as needed 

 Growth Strategy (approximately 20%) 

• Drive progress toward new-customer, adoption, and online sales goals; build and work target account lists with inside and outside sales to sign up new and existing B2B customers 
• Track, analyze, and report e-commerce KPIs such as customer sign-ups, active accounts, conversion, order volume, sales, and chat performance, and turn findings into recommendations 
• Contribute to the e-commerce roadmap and annual plan with leadership, bringing ideas from customers, competitors, and the industry 
• Coordinate with external partners (development team, digital marketing agency, data providers) and internal teams (sales, marketing, purchasing, operations, finance) to align priorities 

Requirements

 Position Requirements: 

•  2+ years of experience in e-commerce, B2B sales or account support, customer service, or digital marketing 
• Heavy-duty truck and trailer parts knowledge strongly preferred 2 
• High energy, competitive, and self-motivated; genuinely energized by signing up and onboarding new customers 
• Comfortable doing field work and training or presenting to customers in person 
• Valid driver’s license and ability to travel to customer locations within our region 
• Tech-savvy and quick to learn new platforms; experience with Magento/Adobe Commerce or a similar e-commerce platform a plus 
• Experience with HubSpot or a similar CRM/marketing automation platform (email journeys, live chat, chatbots) a plus 
• Experience with Epicor, Karmak Fusion, or a similar ERP system a plus ? Passion for process improvement and automation; experience with workflow or AI tools a plus 
• Experience with order management, fulfillment, or backorder handling; comfortable working with branches and purchasing to solve supply issues 
• Strong Excel and analytical skills 
• Excellent written and verbal communication skills 
• Capability to multitask and prioritize in a fast-paced environment 
• Demonstrated ability to work cross-functionally and manage complex projects 
• Responsible, with a strong sense of ownership and the ability to work independently 
• Teamwork 
• Integrity, honesty, and respect 

A little about who we are:

Founded in 1979, Blaine Brothers is a distributor of quality branded parts, complete heavy-duty truck and trailer service, tank trailer service, mobile service, emergency service and tank/trailer sales. We have are located in Scanlon, MN. We specialize in the repair of medium and heavy duty (class 4-8) trucks, school buses, commercial buses and RVs We utilize the best computers and software to aid in the diagnostic and servicing of the equipment. Blaine Brothers is affiliated with North American Trailer, Inc. Offering 24-hour service, 365 days a year. Our mobile service team comes to our customers with their rolling garages to get them back on the road in a timely manner with the combined nine locations and 27 service trucks.

At Blaine Brothers our clients are treated with honesty and respect.

Our Vision To be respected because of our strong family values that we put into every job we do.

Our Mission Through our values we will strive to offer every one of our partners a helping hand in realizing their full potential by delivering value in parts, service, and sales in the industries we serve.

We value the skills, leadership, and dedication of our military community. Veterans, active-duty service members, reservists, National Guard members, and military spouses are encouraged to apply.