Seller Support Specialist, Marketplace

The Seller Support Specialist plays a crucial role as the primary point of contact between Newegg and third-party Sellers, aiming to ensure sustainable improvements in Sellers' performance that align with Newegg’s standards. Utilizing a combination of Standard Operating Procedures and individual judgment, we offer guidance to Sellers, particularly in navigating complex cases. The Seller Support Specialist will be required to engage in frequent written and verbal communication with Sellers, department management, risk analysts, other company associates, and third-parties to accomplish goals. The Seller Support Specialist is required to possess analytical skills and a customer service-oriented approach to guarantee a positive and prosperous selling experience for third-party sellers.

• Demonstrate effective, clear and professional written and oral communication.
• Deliver high-quality assistance and support to third-party sellers to resolve their inquiries, issues, and challenges efficiently and effectively.
• Support sellers with optimizing their performance on the marketplace by providing guidance on best practices, policies, and tools available on the platform.
• Utilize analytics tools to assess performance, identify trends, and extract actionable insights to inform decision-making.
• Ensure that sellers comply with the marketplace policies, rules, and regulations. Educate sellers on policies and guidelines to prevent violations and improve adherence to platform standards.
• Successfully handle and resolve complex cases and escalated issues faced by sellers, using a combination of established procedures, policies, and individual judgment
• Engage in effective communication with sellers, internal teams, management, and other stakeholders to address concerns, share insights, and facilitate the resolution of seller-related matters.
• Keep up-to-date with platform updates, policies, and tools to provide accurate and updated guidance to sellers.
• Document seller interactions, issues, and resolutions accurately.
• Generate reports and share insights on common seller concerns or trends to improve seller experience and platform usability.

• Associate’s degree in related fields preferred
• 3-5 years in supporting Marketplace seller environment or customer service
• Strong analytical, problem-solving and communication skills
• Basic understanding of ecommerce and customer service
• Working knowledge of data feed integration is a plus
• Working knowledge of website category taxonomy is a plus
• Strong understanding of Office applications
• Strong oral and written communication skills
• Ability to balance heavy workload effectively
• Detail-oriented self-starter with a positive attitude who is deadline and results-oriented
• Maintain a strong customer focus, ensuring the customer feels supported and valued
• Ability to troubleshoot issues, conduct thorough research, and translate technical and procedural instructions effectively to customers in a clear and understandable manner
• Team player adept at working in cross functional environment

supervisorrole : N/A

Work Environment : Office cubicle environment with minimal exposure to the environment or health hazards.
Equipment Used : Standard office equipment, including computers, phones, and relevant software applications.
Language Skills : Must be able to communicate, read and write in English