Marketplace Customer Service Specialist

Sweetwater, the nation's number one online retailer of music instruments and pro audio gear, is seeking to add a friendly, dedicated, and detail-oriented Customer Service Specialist to our growing Marketplace team! In this role, you will serve on our team working with customers buying our product on Amazon, eBay, and Reverb. You will be responsible for answering phone calls, responding to messages, and handling inquiries in a friendly and timely manner while maintaining accuracy.

Job Responsibilities

• Manage a high volume of customer messages and phone calls within an 8-hour shift
• Respond to customer inquiries via email, phone, and internal systems with accurate and timely information
• Resolve questions related to estimated delivery times, product availability, order invoices, and service status
• Communicate clearly and empathetically with customers regarding returns, refunds, and general concerns
• Escalate complex or technical issues to the appropriate internal teams when needed
• Uphold all Marketplace customer service guidelines and privacy policies to ensure compliance and consistency
• Monitor and manage customer feedback across marketplace platforms, including responding to and removing negative reviews
• Address account health notifications to maintain compliance and seller performance standards
• Identify and triage suppressed listings to restore product visibility
• Manage marketplace support cases through proper documentation and timely follow-up
• Track and process invoices as they move through internal systems to ensure timely shipment, including creating orders when necessary
• Perform general administrative tasks and other duties as assigned to support operational efficiency
• Collaborate with cross-functional teams to identify pain points and recommend solutions

Qualifications

• Previous experience in music industry sales, or previous experience handling customer service via a marketplace platform
• Ability to work under pressure while maintaining patience and a positive attitude
• Independently motivated
• Proven ability to handle a high volume of customer interactions and administrative work
• Ability to work evenings and weekends
• Ability to train at least one week during dayshift
• Typing speed of 40 WPM or more
• Strong listening, as well as verbal and written communication skills
• Adept at multi-tasking and time management

Sweetwater "Ideal" Team-Player

• WOWs The Customer - Deep passion and desire for creating amazing customer & colleague experiences
• Get Things Done - Great work ethic and moves with a sense of urgency
• Obsesses over the Details – committed to paying attention to the details
• Drives Continuous Improvement – Always focusing on effective and efficient work and way to get better
• Develops the Future – committed to pursuit of growing personally & professionally and has a focus on bringing your colleagues along with you on that journey

We function best as a unified team, so relocation to our state-of-the-art campus in Fort Wayne, IN is required. Interested and qualified candidates, please apply. We look forward to exploring your #FullTimeDream with Sweetwater!

Sweetwater’s culture is built upon celebrating the creative creation of music, which unifies people from all walks of life. Our individual differences make Sweetwater stronger as a company and a better place to work as we respect, learn, and grow from each team member’s unique perspective and experience. We have welcomed thousands of employees and their families from all over the world, and we invite you to discover why we consider a career at Sweetwater the full-time dream.