Marketplaces Consumer Experience & 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

Description

More than a decade ago, Ledge introduced America to the first-in pool chaise and modern design forward furniture for a more compelling outdoor living experience. Today the award-winning brand is recognized as the in-pool and poolside leader, adopted by discerning homeowners and five star resort and residential properties around the world.

Job Type

Full-time

Description

More than a decade ago, Ledge introduced America to the first-in pool chaise and modern design forward furniture for a more compelling outdoor living experience. Today the award-winning brand is recognized as the in-pool and poolside leader, adopted by discerning homeowners and five star resort and residential properties around the world.

Job Overview

The Marketplace Consumer Experience and Operations Specialist is responsible for the day to day management of all third-party marketplace channels. Assist consumers with inquiries, orders, returns and issue resolution related to our online marketplace platforms i.e. Amazon, Costco, Bed Bath Beyond, Wayfair and others. They will serve as the main point of contact between customers and marketplaces, ensuring a positive experience for consumers. This position will also be responsible for supporting online consumer reviews and comments across digital platforms.

Key Responsibilities

• Handle customer inquiries such as responding to questions about products, orders, returns and general support via various channels; phone calls and primarily email through Amazon Seller and other marketplace portals.
• Troubleshoot order issues, consumer concerns providing solutions to ensure a positive consumer experience.
• Process and facilitate returns efficiently and accurately through marketplaces in connection with Ledge systems and processes.
• Order Flow Management: Own end-to-end order processing within marketplace portals, ensuring accuracy, timeliness, and alignment with internal systems.
• Fulfillment Coordination: Partner closely with warehouse and logistics teams to ensure on-time shipment of oversized products and resolve discrepancies, delays, or cancellations.
• Maintain customer records through internal and external systems, documenting consumer interactions and transactions in the database.
• Monitor account health, A-to-Z claims and performance metrics.
• Collaborate with internal teams (fulfillment, operations and marketing) to resolve order related concerns.
• Monitor and respond to consumer reviews and questions on platforms like Amazon, Google, and other review sites.
• Engage with public facing comments on social media platforms, responding appropriately to consumer concerns or star rating reviews and handing off to Consumer Support or Consumer Sales for further assistance.

Requirements

• 3+ years of customer service experience in a contact center environment for eCommerce business with Amazon marketplace support
• Experience working with Amazon Seller Central and other online marketplaces
• Strong written communication, grammar and interpersonal skills with the ability to adopt the brand voice across public channels.
• Experience in monitoring FBA inventory
• Experience navigating CRM tools and/or ERP systems (e.g. HubSpot preferred or Salesforce and NetSuite preferred), customer dashboards and social platforms.
• Ability to multitask, prioritize and manage time effectively in a fast paced contact center environment for eCommerce company
• Proficient in Microsoft Word, Excel, PowerPoint, and Google Workspace applications, including Google Sheets and Docs

At Ledge, we value diversity and inclusion and are committed to providing equal employment opportunities to all individuals. We offer a competitive salary, benefits package, and the opportunity to work with a dynamic team in a positive and supportive work environment.