Marketplaces Consumer Experience & Operations Specialist

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 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: 

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. Order Flow Management: Own end-to-end order processing within marketplace portals, ensuring accuracy, timeliness, and alignment with internal systems. 
5. Fulfillment Coordination: Partner closely with warehouse and logistics teams to ensure on-time shipment of oversized products and resolve discrepancies, delays, or cancellations.
6. Maintain customer records through internal and external systems, documenting consumer interactions and transactions in the database. 
7. Monitor account health, A-to-Z claims and performance metrics. 
8. Collaborate with internal teams (fulfillment, operations and marketing) to resolve order related concerns. 
9. Monitor and respond to consumer reviews and questions on platforms like Amazon, Google, and other review sites. 
10. 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.