Overview
Placement Type: Temp to Perm Aquent is partnering with a global leader in the automotive aftermarket industry, a company dedicated to delivering exceptional service and cutting-edge solutions to customers worldwide. This organization is at the forefront of digital transformation, constantly enhancing its online platforms to meet evolving customer needs and drive business growth. As a key member of their digital team, you will have a direct and significant impact on the daily operations and strategic enhancements of a critical e-commerce platform, ensuring seamless customer experiences and supporting vital business functions. Your expertise will directly contribute to operational excellence, customer satisfaction, and the continuous evolution of their digital presence. **About the Opportunity** We are seeking a highly motivated and detail-oriented professional to support and enhance a dynamic e-commerce platform. In this pivotal role, you will be instrumental in maintaining operational efficiency, driving digital improvements, and providing essential support to both internal teams and external customers. This is an exciting opportunity to blend technical expertise with customer-facing interaction, contributing to a vital part of the business within a fast-paced and innovative environment. **What You'll Do:** * Manage the day-to-day operations of a key e-commerce platform, ensuring smooth functionality and optimal performance.
* Provide critical second-level support for e-business and aftermarket support centers, addressing complex customer inquiries and resolving issues.
* Handle sensitive customer concerns, including reviewing refund requests and government purchase forms.
* Monitor and respond to customer inquiries received via dedicated communication channels.
* Proactively manage website issues, creating IT help tickets and seeing them through to resolution.
* Communicate essential information to customers and stakeholders, including maintenance announcements and system updates.
* Perform export screening reviews to ensure compliance.
* Maintain and update monthly sales reporting dashboards for management.
* Lead and contribute to IT enhancement projects, including creating user test cases, executing user acceptance testing, and performing sign-off testing during code deployments.
* Manage and prioritize the website enhancement log, driving continuous improvement.
* Develop and maintain comprehensive user support materials for both internal field teams and end-users.
* Create and update sales support materials to empower the field team.
* Monitor system logs for unusual activity to maintain platform integrity.
* Manage special access requests, including billing, for various partners such as service information licensees, educational institutions, media, software licensees, and government agencies.
* Coordinate and facilitate monthly aftermarket governance meetings, including scheduling, agenda creation, topic solicitation, and issue tracking.
* Support global internal stakeholders across various regions.
* Report important information to the field during regular calls.
* Maintain and manage training course material required for regulatory compliance.
* Participate in industry task force teams focused on service information, technology, and security.
* Maintain and update presentations explaining platform functionalities as changes occur.
* Collaborate frequently with colleagues across different work groups and external industry contacts.
* Handle a variety of non-recurring special assignments as needed. **Must-Have Qualifications:** * 2-3 years of experience in a digital or e-commerce support role; candidates with 1 year of experience will also be considered.
* Strong knowledge of the automotive aftermarket, particularly as it relates to service and parts companies and associations.
* Proficiency in Microsoft Excel and PowerPoint for reporting and presentations.
* Demonstrated ability to work through shutdowns and exceptions, especially given the customer-facing nature of the role.
* Excellent problem-solving skills and a proactive approach to issue resolution.
* Strong communication and interpersonal skills for interacting with customers and diverse stakeholders. **Nice-to-Have Qualifications:** * Previous experience working within a dealership environment. This is an hybrid position in Warren, MI. All candidates must be local and elgible to work in the US without a sponsorship. The target hiring compensation range for this role is $26-27/hr. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location. #LI-NP1 **About Aquent Talent:**
Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.
Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. More information on our awesome benefits!
Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.
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Aquent
sick time
Oct 04, 2025