Marketplace Customer Service Representative

Marketplace Customer Service Representative

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 :

Qualifications :

Competencies :

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

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, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

$15.00 - $21.68

This role is Bonus or Incentive Plan eligible.

Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability. Ferguson Enterprises, LLC. is an equal employment employer F / M / Disability / Vet / Sexual Orientation / Gender Identity.