E-Commerce Account Manager in Fort Myers, Florida at Merits Health Products Inc

Merits is driven to improve lives by making high-quality power mobility equipment. We are synonymous with innovative engineering, constant product development, adaptability, and caring customer support. Merits product solutions give people the power to move through life on their own terms.

We are seeking a dynamic, collaborative E-Commerce Account Manager to join our growing team. This is an exciting opportunity for a customer-focused, tech savvy professional who thrives in fast-paced environments and is passionate about driving online sales growth while building strong client relationships.

The E-Commerce Account Manager will develop, implement, maintain, and oversee eCommerce sales & operations for the company. This position will build and drive online sales while managing client relationships to ensure online sales processes run smoothly and meet performance goals. This role blends sales, operations, and marketing expertise to grow eCommerce businesses, improve client satisfaction, and deliver measurable results.

This is a full-time, exempt position with a salary that will be based upon experience. Candidates will also be eligible for discretionary bonuses, providing established goals are met. Regular business hours are typically 8:00am to 4:30pm, Monday through Friday, with the occasional Saturday if needed. Candidates should offer flexibility with schedules on weekdays from 7am through 5pm and in turn, the company will reciprocate.

Business travel can be up to 10% for annual trade shows or other industry events, company sponsored events, and quarterly business reviews with customers. Candidates should be able to withstand the possible stressors that may come from travel.

Candidates should have a college degree in business, marketing, or a related discipline with five (5) years of relevant customer service experience, in the DME / mobility device industry; or an equivalent combination of related education, experience, training, and/or skills may be considered. Candidates should also have verifiable and demonstrated record with customer account management as well as upselling and cross-selling DME or mobility products. ERP and CRM systems skills and recent experience are required, along with working knowledge of eComm platforms (Shopify, WooCommerce, or similar) and web-based tools. A valid DL and reliable transportation is required.

Key Responsibilities

• Collaborate cross functionally to meet business goals and to execute projects successfully.
• Work closely with marketing department to develop digital assets for customer e-commerce websites.
• Work closely with R&D department to accurately communicate product details with clients.
• Develop, nurture, and maintain strong relationships with current and potential clients, acting as the primary point of contact.
• Manage day-to-day eCommerce operations, including order processing, inventory management, and fulfillment while always focusing on customer needs and satisfaction.
• Develop and maintain accounts by identifying and managing upselling and cross-selling opportunities to grow them into larger accounts.
• Troubleshoot and resolve customer issues promptly
• Develop and implement strategies to promote and increase online sales, improve operational efficiency, and enhance customer service.
• Ensure elevated levels of customer satisfaction by addressing client needs and resolving issues promptly.
• Monitor performance indicators and prepare/present reports with actionable insights to leadership.
• Identify market trends and differentiation opportunities.
• Create and manage marketing campaigns to drive sales and brand visibility
• Analyze industry trends, competitor activities/data, and market conditions to identify trends, opportunities, and areas for improvement.
• Develop and manage budgets to allocate resources effectively
• Mentor and coach entry level Associates and assist with questions or issues relating to products, systems, and/or processes and provides resolution and guidance.
• Work in ERP and CRM systems to record and maintain customer demographics and information.
• Attend and participate in regularly scheduled meetings (i.e., Sales Team meetings, TOC, etc.)
• Successfully complete required training , such as but not limited to, product and position training as per company and regulatory standards.
• Ensure adherence to industry regulations and best practices
• Follow company policies and participate and complete training as assigned or required.
• Business travel as needed for annual trade shows, quarterly for customer business reviews, and/or other industry events or company sponsored events.
• Performs other related duties as assigned.

Requirements / Competencies / Qualifications

• Must abide by Company safety policies and participation in Safety Training as it applies to the position.
• Must have working knowledge of eCommerce platforms (e.g., Shopify, Magento, WooCommerce) and web-based tools.
• Must have knowledge of principles and methods for promoting and selling products/services, including but not limited to, sales and marketing strategies and tactics and sales techniques.
• Must have excellent problem solving and organizational skills.
• Must have the ability to think strategically and tactically, with great attention to detail.
• Must have a proven track record of demonstrated success in account management, upselling, and cross-selling products.
• Must be able to partner with and collaborate respectfully and professionally with both internal and external teams.
• Must be able to work independently with little supervision.
• Must have excellent customer service skills.
• Must have recent skills and experience with CRM systems (HubSpot, Salesforce or similar) and ERP systems (Epicor, NetSuite, or similar).
• Must be tech savvy and can learn new systems/software in a reasonably quick timeframe.
• Must have recent skills with MS Office applications (Outlook, Teams, Word, Excel, SharePoint) with the ability to learn new software in a reasonably quick timeframe.
• Must be able to multi-task in a fast-paced environment.
• Must be dependable and maintain an excellent attendance record and have the willingness to offer a flexible work schedule and work overtime as per business/project needs.
• Must have the ability to consistently and effectively present information and respond in a timely manner to high email/message volume, to questions or inquiries from other team members, leadership, and especially customers when needed.
• Must speak, read, and write English and have excellent verbal and written communication skills.
• Must have a valid US Driver’s license and maintain throughout employment tenure.
• Must have valid state issued identification that is required for travel.
• Must be legally authorized to work in the United States.

What We Offer

Quarterly bonus eligibility.

Professional development and career growth opportunities.

Benefits Package includes health, dental, and vision insurance benefits for employees and their eligible dependents; short-term and long-term disability and life insurance options.

H.S.A.

Employee Assistance Program.

Discount programs.

Generous PTO.

Ten (10) company-paid holidays per calendar year.

401(k) with company match and retirement planning resources.

Monthly on-site employee appreciation lunches.

Ready to Apply?

If you have a passion for mobility products, customer success, eCommerce growth, we'd love to hear from you. Play a critical role to drive E-Comm excellence and join a team committed to delivering exceptional products, service, and results. Join Merits Health Products, Inc. and help us continue breaking barriers, fostering independence, and expanding accessibility for all!

How to Apply

Qualified candidates are encouraged to submit their resume with a cover letter detailing their relative experience, career accomplishments, and salary requirements. Please also visit our website and social media pages to learn more about our products, our mission, our vision, and our team!

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PLEASE NOTE: This job advertisement is not intended to be all-inclusive and does not constitute the official job description. The tasks, essential responsibilities and duties, requirements, qualifications, competencies, physical demands, and work environments associated with this role are not fully reflected in this advertisement. This information is provided for general guidance only and is not exhaustive. Job duties and requirements may be modified, added to, or removed at any time based on the evolving needs of the organization.

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All employment offers are conditional and contingent upon successful completion of a Form I-9, successful completion of a pre-employment drug screening, and satisfactory results of an FCRA compliant consumer credit report (after authorization by an applicant). Please note that prior to accepting a potential offer of employment from Merits Health Products, INC, applicants are responsible for disclosing in writing any/all information pertaining to possible non-compete agreements and/or potential conflicts of interest that may affect employment consideration and/or the outcome of employment status.

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Merits Health Products, INC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Harassment includes, but is not limited to, offensive remarks, jokes, slurs, visual displays, physical conduct, or any other behavior that creates an intimidating, hostile, or offensive work environment. This policy applies to all employees and applicants, as well as contractors, interns, volunteers, and any others conducting business with or on behalf of Merits Healthcare Products, INC. It applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. This policy prohibits all forms of harassment and retaliation for reporting or participating in EEO-related investigations or complaints. Any employee who violates this policy may be subject to disciplinary action up to and including termination.

Merits Healthcare Products, INC encourages employees to report all incidents of harassment to a member of management and/or the HR department. All reports are treated seriously, handled confidentially to the extent possible, and investigated promptly and fairly. When necessary, corrective action will be taken to stop the conduct and prevent its recurrence. Managers and supervisors are expected to model inclusive behavior, promptly address inappropriate conduct, and report concerns to HR. They are instrumental to ensure that the work environment remains free of discrimination and harassment.

All employees are expected to read, understand, and comply with this EEO Policy. Acknowledgment of this policy may be required during onboarding and periodically throughout employment.