Marketplaces Customer Service Specialist

Looking to join our team? Here’s what we’re looking for!

Do you have a knack for turning customer interactions into lasting relationships? Are you passionate about driving success on top marketplace platforms? Do you excel at juggling multiple tasks while keeping a keen eye on the details? We’re looking for someone to join our team as a Marketplaces Customer Service Specialist.

We believe strongly in our company values and live them out each day! We work together as One Team across all departments, Choose Positivity in everything we do, put People First, encourage speaking up because You Have a Voice, and above all else we are Driven to Succeed. If you can embrace these values and they align with who you are, then we’d love to chat with you!

Job overview

As a Marketplaces Customer Service Specialist, you will have the opportunity to work alongside a team of highly skilled specialists whose passion is growing and maintaining Speedway Motors’ marketplaces presence through sales channels including Amazon, eBay, and Walmart.com. In this role, you will be the point of contact for the pre- and post-order needs of Speedway Motors’ current and potential customers that shop on marketplace platforms. You will leverage your knowledge of the marketplaces and Speedway Motors’ operations to ensure compliance with all policies while providing a top-notch customer experience. Take a look and let us know if this sounds like you!

Here are the specifics:

• Works closely with the Marketplaces Operations Manager to identify opportunities and prioritize objectives.
• Become an expert in and navigate all ever-changing marketplace platforms and policies.
• Use a ticketing system to answer inbound marketplace questions in a courteous and professional manner while building a positive rapport with current and potential Speedway Motors customers.
• Use the CRM system efficiently and accurately as a primary tool for entering customer orders.
• Navigate Speedway Motors website and vendor websites to answer basic product fitment, technical specification, product availability and post-order questions.
• Answer phone calls related to Marketplace listings and orders that are transferred to the marketplaces queue and make outbound follow-up calls when necessary.
• Manage seller feedback on Marketplace accounts by requesting removal of feedback that isn’t compliant with policies, contacting customers to attempt to reach agreements and requesting feedback revision, and publicly replying to all negative and neutral feedback responses.
• Help maintain a variety of metrics on each marketplace by properly cancelling orders, resolving requests and cases prior to marketplace intervention, uploading tracking on manually keyed orders, processing rejects and helds in a timely manner, resolving problem orders, etc.
• Process marketplace compliance orders (ex: CARB) in accordance with policies set by Compliance Department.
• Address customer service concerns by critically thinking through the impact on Speedway Motors as a company, the customer’s experience, and the marketplace’s policies.
• File claims with carriers and marketplaces to reduce Speedway Motors’ loss when applicable.
• Work with Quality Control (QC) department to mitigate repeated customer service issues.
• Create credits and lock customer accounts when applicable.
• Contribute and provide new perspective during Marketplace Operations team meetings and Customer Experience (CX) Support meetings.
• Execute on a variety of high-impact projects such as: ASIN matching, content optimization, etc.
• Proficiently utilize Speedway’s ERP solution and multichannel retail management software platforms.
• Embrace a fast-paced work environment and work well interdepartmentally.
• Maintain a “work smarter not harder” and “big picture” mentality to maximize efficiency and speed.
• Constantly work to improve processes; make suggestions for productivity improvements, and optimize employee workflow, while continuing to meet our customers’ needs.
• Maintain regular and reliable attendance.
• Perform other duties as assigned.

This posting will close when filled.

We’ll take care of you – here's how!

We put our employees first, and care about your well-being and personal life. From a competitive benefits package and 401k plan to growth opportunities, we have your best interest in mind, always.

• Comprehensive Health, Dental and Vision Insurance
• Retirement Plan with Company Match
• Paid Time Off
• Paid Holidays
• Continuing Education Reimbursement
• Wellness Program and Healthy Living Reimbursement
• Discount on Speedway Motors Product, Rent Discount for all Speedway Properties (in Lincoln, Nebraska), and Referral Bonuses.
• Growth Opportunities
• Paid Parental Leave
• An extremely supportive team.
• Opportunity to utilize your strengths and be creative.

Work Environment

While we do offer the opportunity to work remotely, remote work opportunities can only be performed in the following states: Nebraska, Arizona, West Virginia, Indiana, Wisconsin, Texas, Michigan, Florida, and Kansas.

• Constant sitting or standing, dependent upon employee’s desk preference with occasional walking.
• Ability to listen and communicate with customers (internal and external).
• Rare bending/reaching, twisting.
• Frequent pinching, grasping, fine manipulation with fingers to use computer and phone.
• Heated and air-conditioned indoor work.

What you’ll need to succeed in this position:

• Associate's degree or equivalent experience in e-commerce.
• Ability to work independently and within a team environment.
• Possess excellent time management skills.
• Ability to thrive in a fast-paced environment that requires the ability to multi-task and implement high priority initiatives using independent decision-making, planning and problem-solving skills.
• Possess strong written, verbal communication skills & exceptional listening and analytical skills.
• Excellent organizational skills and attention to detail.
• Strong self-motivation and persistence, and an internal drive to succeed.
• Able to resolve problems in a timely manner and gather and analyze information skillfully.
• Excellent customer service skills required to ensure a positive customer outcome (internal and external).

If this sounds like you, we would love you to join our Speedway Team! Please include your resume and cover letter to help us get to know you better.