Marketplaces Consumer Experience Representative

Ledge Lounger Inc•Houston, TX

13h•$45,000 - $60,000

About The Position

The Consumer Experience Marketplace Specialist manages day-to-day operations across third-party marketplace channels, including Amazon, Costco, Bed Bath Beyond, and Wayfair. The role assists consumers with inquiries, orders, returns, and issue resolution, serving as a main point of contact between customers and marketplaces to support a positive consumer experience. It also supports online consumer reviews and comments across digital platforms.

Requirements

At least 2 years of customer service experience in a contact center environment for an eCommerce business, including 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, customer dashboards, and social platforms. HubSpot, Salesforce, and NetSuite are preferred.
Ability to multitask, prioritize, and manage time effectively in a fast-paced eCommerce contact center environment.
Proficiency with Microsoft Word, Excel, and PowerPoint, and Google Workspace applications, including Google Sheets and Docs.

Nice To Haves

Experience with HubSpot, Salesforce, and NetSuite is preferred.

Responsibilities

Respond to questions about products, orders, returns, and general support through phone calls and primarily email using Amazon Seller and other marketplace portals.
Troubleshoot order issues and consumer concerns, providing solutions that support a positive consumer experience.
Process and facilitate returns through marketplaces accurately and efficiently, in connection with Ledge systems and processes.
Maintain customer records in internal and external systems, documenting consumer interactions and transactions in the database.
Monitor account health, A-to-Z claims, and performance metrics.
Collaborate with fulfillment, operations, and marketing teams to resolve order-related concerns.
Monitor and respond to consumer reviews and questions on Amazon, Google, and other review sites.
Engage with public-facing social media comments, respond appropriately to consumer concerns or star-rating reviews, and hand off matters to Consumer Support or Consumer Sales when further assistance is needed.