Customer Marketplace Operations Specialist
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Job Description
Customer Marketplace Operations Specialist optimizing customer experience at Cencora. Serving as contact for inquiries, analyzing data, and supporting digital operations.
Responsibilities:
- Serve as a primary point of contact for customer-related inquiries, handling access requests, order issues, feedback, and process clarifications
- Monitor customer satisfaction (CSAT), NPS, and other CX metrics, and identify pain points and opportunities for improvement
- Collaborate with Product, UX, and Marketing teams to continuously optimize the customer experience across the ordering platform(s)
- Champion the voice of the customer by synthesizing insights from support interactions, surveys, and reviews
- Assist with troubleshooting order issues, delivery delays, and returns/refunds and ensure sellers are meeting performance and service standards
- Present actionable insights to Account Management and Seller Operations
- Handle the day-to-day execution of online content/merchandising that supports strategic initiatives, sales and marketing campaigns, and digital product development
- Build training, documentation, and response playbooks that can be used to support Global Customer Service team members
- Use tools like Google Analytics, Fullstory, or similar to track user behavior, site flows, and friction points
- Track and measure on customer success KPIs -- adoption, utilization, customer value, retention, growth, efficiency
- Support A/B testing and customer journey mapping initiatives
Requirements:
- Bachelor’s degree in Business, eCommerce, Marketing, or a related field, or equivalent work experience
- 3-5 years of experience in customer service, operations, or digital analytics within an eCommerce or marketplace environment
- Proficiency with customer service platforms, CRM systems, and Content Management System platforms
- Strong skills in web and behavioral analytics using tools such as Google Analytics
- Experience working with cross-functional teams in a fast-paced environment
- Experience working in a multi-vendor or third-party marketplace (e.g., Mirakl, Amazon Marketplace, Etsy, Walmart.com) preferred
- Experience utilizing Salesforce a plus
Benefits:
- Medical, dental, and vision care
- Backup dependent care
- Adoption assistance
- Infertility coverage
- Family building support
- Behavioral health solutions
- Paid parental leave
- Paid caregiver leave
- Training programs
- Professional development resources
- Mentorship programs
- Volunteer activities
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