Marketplace CX & Operations Specialist

Ledge; Houston (TX); On-site; USD 55,000 - 70,000; Full time

Job summary

Ledge, a leading outdoor furniture brand, seeks a Marketplace Consumer Experience and Operations Specialist to manage third-party channels and deliver exceptional service. You’ll handle inquiries, orders, returns, and issue resolution across Amazon, Costco, Wayfair, and more, acting as the customer’s main contact with marketplaces.

You will also support online reviews and monitor performance metrics, collaborating with fulfillment and marketing teams to resolve order-related issues and uphold

Qualifications

• 3+ years of customer service in eCommerce with Amazon marketplace support.
• Strong written communication and ability to adapt brand voice across channels.
• Experience navigating CRM tools and ERP systems and managing records.
• Ability to multitask in a fast-paced environment and collaborate with teams.
• Proficient in Microsoft Word/Excel/PowerPoint and Google Workspace.

Responsibilities

• Respond to product, order, return inquiries and provide solutions via email and phone.
• Troubleshoot order issues and ensure a positive consumer experience.
• Process returns accurately and coordinate with marketplaces and internal systems.
• Own end-to-end order processing within marketplace portals.
• Coordinate fulfillment with warehouse and logistics teams to ensure on-time shipments.
• Maintain customer records and monitor account health and performance metrics.
• Engage with reviews and social comments, and escalate as needed.
• Collaborate with fulfillment, operations and marketing to resolve issues.

Skills

Customer service

Written communication

Multitasking

Brand voice adaptation

Analytical thinking

Tools

HubSpot CRM

Salesforce

NetSuite

Google Workspace

Excel

Job description

Ledge, a leading outdoor furniture brand, seeks a Marketplace Consumer Experience and Operations Specialist to manage third-party channels and deliver exceptional service. You’ll handle inquiries, orders, returns, and issue resolution across Amazon, Costco, Wayfair, and more, acting as the customer’s main contact with marketplaces.

You will also support online reviews and monitor performance metrics, collaborating with fulfillment and marketing teams to resolve order-related issues and uphold