eCommerce Product Specialist

Job Summary: 

The eCommerce Product Specialist is responsible for converting inbound digital leads and online shoppers into completed mobility equipment and Home Access sales. This role focuses on product expertise, consultative selling, and exceptional customer service. The Product Specialist supports customers throughout the online buying process—from initial inquiry through order completion, delivery, and post-sale support.

Essential Job Functions and Duties: 

• Convert inbound phone calls and online inquiries into product sales orders through consultative needs‑based selling
• Complete mobility equipment sales originating from the MobilityWorks Shop Site and other digital marketing channels
• Follow up on customer inquiries originating via:

• Live chat platforms (Pure Chat and future AI‑based chat tools)
• Website form submissions
• Phone calls and other inbound digital channels
• Enter and manage all opportunities in the CRM with the goal of converting to completed sales

• Provide high‑quality customer service, including:

• Answering product, pricing, and delivery questions
• Assisting with order status inquiries and delivery coordination
• Supporting return processing when needed

• Create and manage customer quotes, sales orders, and related work tasks through successful completion
• Maintain a high level of product knowledge across our mobility equipment solutions to confidently recommend products based on each customer’s unique needs
• Ensure accurate documentation and updates within Salesforce and order management systems

Position Qualifications and Experience:

• Experience selling mobility equipment, durable medical equipment (DME), or Home Access products preferred
• Over the phone or digital sales experience, including outbound follow up preferred
• Experience supporting eCommerce transactions or online retail sales environments preferred

Skills/Abilities:

• Excellent verbal and written communication skills
• Strong customer service mindset with a sales‑driven approach
• Ability to manage multiple customer interactions simultaneously while maintaining responsiveness and accuracy
• Comfort working in CRM and order management systems (Salesforce experience preferred)
• High attention to detail and follow‑through

Physical Demands/Work Environment:

• Must be able to communicate verbally over the phone for long periods of time
• Must be able to complete physical activities (walking, standing, talking, kneeling, hearing, pushing, reaching, seeing, stooping/crouching, smelling, depth perception, identifying colors) as needed.