Marketplace Customer Service Representative

Job Posting:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson, a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

A successful Marketplace Customer Service Representative will resolve all third-party order issues to ensure continued business with our Marketplace partners. This includes handling all post sale related inquiries such as return requests, freight claims, product questions, warranty support etc. Marketplace representatives are responsible for resolving customer inquiries timely and efficiently while maintaining our seller ratings and positive feedback scores.

This role is approved to be fully remote and can be based anywhere in the United States.

Marketplace Hours: Monday – Friday, 5am – 5pm PST & Saturdays, 5am – 2pm PST

Responsibilities:

• Utilization of internal tools such as OMC, Genesys, and various Marketplace portals.
• Provide exceptional customer support that boosts/maintains our feedback metrics.
• Manage customer inquiries via phone and email.
• Maintain/meet seller agreements by ensuring we have quality interactions with our customers and meet time requirements.
• Collaborate with our Merchandise & Operations team on critical issues and process improvements.

Other Duties Include:

• Contribute to weekly team meetings, communicating any 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 our tools and resources; as well as communicating trends such as increased sales, fraudulent activity, listing errors/corrections, etc.
• Adhere to company policies, procedures and guidelines related to customer service, data privacy, security, and associate conduct.

Qualifications:

• 6+ months in a sales or customer service representative position at Ferguson is preferred.
• Excellent great written and verbal communication.
• Adhere to the Sales Center Attendance Policy.
• Effective time management skills– possess 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.
• Adhere to the Sales Center Attendance Policy
• Effective time management – must have the ability to multi-task
• Strong attention to detail and accuracy

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position:

• Problem solving—when something is broken, you can assess the situation and fix it quickly and efficiently!
• Interpersonal skills—you play nicely with others: you contribute ideas and provide critical/constructive feedback.
• Oral communication—you have the ability to talk with others to exchange information, ask constructive questions, and explain your ideas.
• Written communication—you can effectively edit your work for spelling and grammar, and are able to present information in a way that is easy to read and understand.
• Planning/organizing—you know what should be at the top of your to-do list and how to get through it in a timely manner.
• Quality control—you know how to check yourself before you wreck yourself; you're thorough and produce quality work.
• Adaptability—you can roll with the punches and you welcome change.
• Dependability—you get to work on time, get your work done, and are always open to give and receive feedback.

At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, ph