Customer Success Specialist

MASTERCOOL, INC•Randolph Township, NJ

5h•$22 - $25•Onsite

About The Position

Mastercool is seeking a technology-oriented Customer Success & Digital Commerce Specialist to support and optimize our growing e-commerce and marketplace operations. This role combines customer success, marketplace management, digital commerce, AI-powered business processes, and operational support. The successful candidate will work extensively with Amazon Seller Central, Walmart Marketplace, eBay, ERP systems, Microsoft Excel, and AI tools such as Claude to improve customer experience, marketplace performance, operational efficiency, and business processes. The ideal candidate is highly organized, analytical, curious about technology, and excited to leverage AI and automation to solve problems, improve workflows, and support company growth. This is an excellent opportunity for someone who enjoys digital commerce, technology, data analysis, process improvement, and customer success.

Requirements

Strong computer skills, including Microsoft Excel and other Microsoft Office applications.
Excellent written and verbal communication skills.
Strong attention to detail and organizational abilities.
Ability to manage multiple priorities in a fast-paced environment.
Strong problem-solving skills and willingness to learn new technologies.

Nice To Haves

Experience working with Amazon Seller Central.
Experience with AI tools such as Claude, ChatGPT, Microsoft Copilot, or similar technologies in a professional environment.
Experience with eBay, Walmart Marketplace, or other online selling platforms.
Strong Microsoft Excel and data analysis skills.
Familiarity with ERP systems, order management software and marketplace integrations.
Demonstrated ability to learn and adopt new technologies quickly.
Experience with process improvement, workflow optimization, automation, or digital transformation initiatives.
Experience in manufacturing, distribution, or supply chain environments.
Strong analytical mindset with the ability to identify trends, solve problems, and improve operational performance.

Responsibilities

Manage daily Amazon marketplace activities, including orders, pricing updates, returns, replacements, and customer communications.
Monitor and maintain compliance with marketplace policies and performance standards.
Support marketplace operations for eBay, Walmart Marketplace, and other e-commerce channels.
Maintain accurate product listings, descriptions, pricing, and inventory information.
Resolve listing issues, compliance alerts, and account notifications.
Monitor marketplace performance metrics and identify opportunities for improvement.
Utilize Claude and other approved AI tools to improve productivity, customer communication, reporting, and operational efficiency.
Identify opportunities to automate repetitive tasks and streamline business processes.
Assist in the development and maintenance of AI-assisted workflows, prompts, templates, and standard operating procedures.
Analyze marketplace data, customer trends, and operational metrics to identify opportunities for improvement.
Support product content enhancement projects using AI-assisted research and content generation tools.
Participate in testing, implementation, and adoption of new software platforms, AI technologies, and digital commerce initiatives.
Assist with data cleanup, reporting improvements, and process optimization projects.
Serve as a technology advocate within the department by helping identify better ways to leverage software, automation, and AI tools.
Respond to customer inquiries in a timely and professional manner.
Investigate and resolve order discrepancies, returns, replacements, and product-related concerns.
Coordinate with internal teams to ensure customer issues are resolved efficiently.
Process customer orders and ensure accurate order entry.
Maintain a high level of customer satisfaction through proactive communication and follow-through.
Manage Seller Central account activities, including inventory monitoring and stranded inventory resolution.
Review and update pricing as needed across marketplace platforms.
Monitor account performance metrics and take corrective actions when necessary.
Review inventory levels and coordinate with internal departments regarding stock availability.
Assist with marketplace forecasting and inventory planning initiatives.
Assist with special projects related to e-commerce growth, technology adoption, and process improvement.
Assist with freight coordination and shipment tracking as needed.
Maintain customer reports, spreadsheets, and tracking documents.
Provide backup support for order entry and logistics functions during peak periods.