Marketplaces Consumer Experience Representative

Ledgeloungers; Houston (TX); On-site; USD 45,000 - 60,000; Full time

Job summary

Ledge is seeking a Consumer Experience Marketplace Specialist to oversee third-party marketplace channels, respond to inquiries, and resolve issues across Amazon, Costco, Wayfair, and others. You will be the main liaison between customers and marketplaces, ensuring a positive shopping experience and handling reviews and public comments.

Ideal candidates have 2+ years in ecommerce customer service, familiarity with Amazon Seller Central, and proficiency in CRM/ERP tools.

Qualifications

• 2+ years of ecommerce customer service experience.
• Experience with Amazon Seller Central and other marketplaces.
• Strong written communication and ability to adapt voice across channels.
• Experience navigating CRM/ERP tools and customer dashboards.

Responsibilities

• Respond to product/order questions via email and calls.
• Troubleshoot order issues to resolve customer concerns.
• Process and facilitate returns through marketplaces and internal systems.
• Maintain customer records and document interactions.
• Monitor account health and performance metrics.
• Collaborate with fulfillment, operations and marketing teams.
• Respond to consumer reviews on Amazon, Google, and other sites.
• Engage with public comments on social platforms and route to teams as needed.

Skills

Customer service

Email support

CRM systems

Microsoft Office

Tools

Amazon Seller Central

HubSpot

Salesforce

NetSuite

Google Workspace

Job description

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.

Our continued success is very much a consequence of our team members, the Ledge culture of collaboration and innovation, and our unwavering belief in the importance of design distinction in everything we do.

Job Overview:

The Consumer Experience Marketplace 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:

1. 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.
2. Troubleshoot order issues, consumer concerns providing solutions to ensure a positive consumer experience.
3. Process and facilitate returns efficiently and accurately through marketplaces in connection with Ledge systems and processes.
4. Maintain customer records through internal and external systems, documenting consumer interactions and transactions in the database.
5. Monitor account health, A-to-Z claims and performance metrics.
6. Collaborate with internal teams (fulfillment, operations and marketing) to resolve order related concerns.
7. Monitor and respond to consumer reviews and questions on platforms like Amazon, Google, and other review sites.
8. 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

• 2+ 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 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.

Salary Description

$45,000 - $60,000