Marketplace Customer Service Representative - Remote

Overview

As a Marketplace Customer Service Representative at Ferguson, you will be responsible for resolving third-party order issues and providing exceptional customer support to ensure continued business with our Marketplace partners.

In Short

• Handle post-sale inquiries such as returns, freight claims, and product questions.
• Utilize internal tools like OMC and Genesys to manage customer interactions.
• Maintain seller agreements and quality interactions with customers.
• Collaborate with Merch & Ops team on critical issues.
• Communicate trends and inconsistencies in Marketplace processes.
• Adhere to company policies related to customer service and data privacy.
• Work remotely from anywhere in the USA.
• Participate in team meetings and contribute to process improvements.
• Ensure timely resolution of customer inquiries.
• Provide feedback to enhance customer service quality.

Requirements

• 6+ months of experience in a sales or customer service role.
• Excellent written and verbal communication skills.
• Ability to work within designated business hours.
• Strong attention to detail and accuracy.
• Effective time management and multitasking abilities.
• Problem-solving skills to address customer issues efficiently.
• Dependability and punctuality in work attendance.
• Ability to adapt to changing situations and environments.
• Interpersonal skills for effective teamwork.
• Quality control mindset to ensure high standards of work.

Benefits

• Comprehensive health, dental, and vision insurance.
• Paid time off and life insurance coverage.
• 401(k) plan with company match.
• Mental health coverage and family building benefits.
• Paid parental leave and associate discounts.
• Opportunities for community involvement.
• Inclusive benefits adaptable to diverse needs.
• Bonus or incentive plan eligibility.
• Commitment to employee well-being and support.
• Equal employment opportunity for all associates.