Ferguson is looking for a Marketplace Customer Service Representative to manage and resolve all third-party order issues, ensuring continued business with Marketplace partners. You'll be the point of contact for post-sale inquiries including returns, freight claims, and warranty support, working to resolve customer issues efficiently while maintaining positive seller ratings.
What You'll Do
- Utilize internal tools such as OMC, Genesys, and various Marketplace portals.
- Provide exceptional customer support that boosts and maintains feedback metrics.
- Manage customer inquiries via phone and email.
- Maintain and meet seller agreements by ensuring quality interactions and meeting time requirements.
- Collaborate with the Merchandise & Operations team on critical issues and process improvements.
- Contribute to weekly team meetings, communicating trends and inconsistencies seen in any Marketplace.
- Seek opportunities to clarify and improve existing Marketplace processes with peers and others in the organization.
- Communicate critical issues with use of tools and resources, as well as trends such as increased sales, fraudulent activity, and listing errors.
- Adhere to company policies, procedures and guidelines related to customer service, data privacy, security, and associate conduct.
What We're Looking For
- Excellent written and verbal communication skills.
- Ability to adhere to the Sales Center Attendance Policy.
- Effective time management skills and the ability to multi-task.
- Strong attention to detail and accuracy.
- Ability to work within business hours of Monday - Friday 6am-5pm PST and Saturday 6am-4pm PST; overtime and weekends may be required during peak seasons.
Nice to Have
- 6+ months in a sales or customer service representative position at Ferguson.
Technical Stack
- OMC
- Genesys
- Marketplace portals
Team & Environment
You will collaborate with the Merchandise & Operations team to resolve critical issues and drive process improvements.
Benefits & Compensation
- Compensation: $15.00 - $21.68 per hour
- Health, dental, and vision insurance
- Paid time off
- Life insurance
- 401(k) with a company match
- Mental health coverage
- Gender affirming and family building benefits
- Paid parental leave
- Associate discounts
- Community involvement opportunities
Work Mode
This is a remote position open to candidates located in the United States.
Ferguson complies with all wage regulations and is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(A).
