Lead Marketplace Customer Service Representative - Remote Eligible

Marketplace Team Lead

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.

The Marketplace Lead is dedicated to supporting the Marketplace Customer Service team. The team lead is expected to handle customer service tasks while also assisting with management of the day-to-day team functions, ensuring expectations are met by all associates. The team lead is also expected to assist and fill in for job duty assistance as needed. Marketplace Team Lead Responsibilities Include: 40% Customer Service Work – 60% Lead Work Subject to change based on business need.

Tier Two Customer Service Representative Responsibilities:

• Provide exceptional customer support that boosts/maintains our feedback metrics
• Utilization of internal tools such as OMC, Salesforce, Genesys, and various Marketplace portals.
• Tier Two customer service representatives primarily support our Amazon business using written communication but require working knowledge in all tiers of customer support.
• Maintain/Meet Seller Agreements by ensuring we have quality interactions with our customers and meet time requirements
• Provide support and advice to tier one associates on handling difficult interactions and customer inquiries – as well as making executive decisions on overrides, customer care refunds, discounting advice, etc.
• Handle Escalated Calls & Written communications and fill in the phone queue during team absences and peak seasons.

Team Lead Responsibilities:

• Genesys Queue Management – ensuring queues are staffed appropriately and associates are in the appropriate status.
• Modify schedules as necessary to meet business requirements when team members are absent, undergoing training, etc.
• Audit team performance in alignment with the Marketplace QA rubric.
• Assist with planning and facilitation of team meetings and training sessions.
• Assist with managing associate performance and being a participant in associate coaching and development. Other Duties Include:
• Contribute to weekly team meetings communicating any trends and inconsistencies seen in any Marketplace
• Seeking opportunities to clarify and improve existing Marketplace processes with your peers and others in the organization
• Communicating 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:

• 12+ months in a sales or customer service representative position at Ferguson.
• No current PIP's or CAN's
• Demonstrate great written and verbal communication
• Ability to work within business hours of Monday - Friday 6am-5pm PST and Saturday 5am-4pm PST --- Overtime and weekends may be required during peaks.
• 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 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 voice 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, 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!

Pay Range: Actual pay rate may vary depending upon location. The estimated pay range for this position is $15.00 - $29.08. The specific rate will depend on a candidate's qualifications and prior experience. 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.