Customer Success Specialist

Job Description

Job Description

Position Summary

Mastercool is seeking a technology-oriented Customer Success & Digital Commerce Specialist to support and optimize our growing e-commerce and marketplace operations.  This role combines customer success, marketplace management, digital commerce, AI-powered business processes, and operational support. The successful candidate will work extensively with Amazon Seller Central, Walmart Marketplace, eBay, ERP systems, Microsoft Excel, and AI tools such as Claude to improve customer experience, marketplace performance, operational efficiency, and business processes.  The ideal candidate is highly organized, analytical, curious about technology, and excited to leverage AI and automation to solve problems, improve workflows, and support company growth.  This is an excellent opportunity for someone who enjoys digital commerce, technology, data analysis, process improvement, and customer success.

Key Responsibilities

Marketplace Management

• Manage daily Amazon marketplace activities, including orders, pricing updates,  returns, replacements, and customer communications.
• Monitor and maintain compliance with marketplace policies and performance standards.
• Support marketplace operations for eBay, Walmart Marketplace, and other e-commerce channels.
• Maintain accurate product listings, descriptions, pricing, and inventory information.
• Resolve listing issues, compliance alerts, and account notifications.
• Monitor marketplace performance metrics and identify opportunities for improvement.

AI, Technology & Process Improvement

• Utilize Claude and other approved AI tools to improve productivity, customer communication, reporting, and operational efficiency.
• Identify opportunities to automate repetitive tasks and streamline business processes.
• Assist in the development and maintenance of AI-assisted workflows, prompts, templates, and standard operating procedures.
• Analyze marketplace data, customer trends, and operational metrics to identify opportunities for improvement.
• Support product content enhancement projects using AI-assisted research and content generation tools.
• Participate in testing, implementation, and adoption of new software platforms, AI technologies, and digital commerce initiatives.
• Assist with data cleanup, reporting improvements, and process optimization projects.
• Serve as a technology advocate within the department by helping identify better ways to leverage software, automation, and AI tools.

Customer Service & Order Support

• Respond to customer inquiries in a timely and professional manner.
• Investigate and resolve order discrepancies, returns, replacements, and product-related concerns.
• Coordinate with internal teams to ensure customer issues are resolved efficiently.
• Process customer orders and ensure accurate order entry.
• Maintain a high level of customer satisfaction through proactive communication and follow-through.

Account & Inventory Management

• Manage Seller Central account activities, including inventory monitoring and stranded inventory resolution.
• Review and update pricing as needed across marketplace platforms.
• Monitor account performance metrics and take corrective actions when necessary.
• Review inventory levels and coordinate with internal departments regarding stock availability.
• Assist with marketplace forecasting and inventory planning initiatives.

Additional Operational Support

• Assist with special projects related to e-commerce growth, technology adoption, and process improvement.
• Assist with freight coordination and shipment tracking as needed.
• Maintain customer reports, spreadsheets, and tracking documents.
• Provide backup support for order entry and logistics functions during peak periods.

Requirements

Required

• Strong computer skills, including Microsoft Excel and other Microsoft Office applications.
• Excellent written and verbal communication skills.
• Strong attention to detail and organizational abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills and willingness to learn new technologies.

Preferred

• Experience working with Amazon Seller Central.
• Experience with AI tools such as Claude, ChatGPT, Microsoft Copilot, or similar technologies in a professional environment.
• Experience with eBay, Walmart Marketplace, or other online selling platforms.
• Strong Microsoft Excel and data analysis skills.
• Familiarity with ERP systems, order management software and marketplace integrations.
• Demonstrated ability to learn and adopt new technologies quickly.
• Experience with process improvement, workflow optimization, automation, or digital transformation initiatives.
• Experience in manufacturing, distribution, or supply chain environments.
• Strong analytical mindset with the ability to identify trends, solve problems, and improve operational performance.
• This position requires in office attendance.  This is not a remote position. 

What We Offer

• Comprehensive benefits package
• Paid time off and holidays
• 401(k) retirement plan
• Career growth and development opportunities
• Collaborative and team-oriented work environment

Salary Range $22-$25 / hour

Mastercool Inc. is an Equal Opportunity Employer M/F/Disability/Veteran

Company Description

Mastercool is a leading manufacturer and distributor of professional automotive service equipment and tools. We are committed to delivering exceptional products and outstanding customer service to our customers and business partners worldwide.

As part of our continued investment in technology, e-commerce, and AI-driven business processes, we are seeking talented individuals who are excited about leveraging modern tools and technology to improve customer experiences and operational efficiency.

Mastercool Inc. is an Equal Opportunity Employer M/F/Disability/Veteran

Company Description

Mastercool is a leading manufacturer and distributor of professional automotive service equipment and tools. We are committed to delivering exceptional products and outstanding customer service to our customers and business partners worldwide.\n\nAs part of our continued investment in technology, e-commerce, and AI-driven business processes, we are seeking talented individuals who are excited about leveraging modern tools and technology to improve customer experiences and operational efficiency.\n\nMastercool Inc. is an Equal Opportunity Employer M/F/Disability/Veteran