The eCommerce Customer Service & Operations Specialist serves as the primary point of contact for marketplace customers and sellers, providing timely and effective support while ensuring operational accuracy. This role is responsible for resolving inquiries related to orders, products, recalls, invoicing, and marketplace services, while also supporting supplier records, onboarding, and operational processes to ensure a seamless marketplace experience.

Responsibilities

• Respond to customer and seller inquiries received through email, marketplace inboxes, and support channels in accordance with established service level agreements (SLAs).

• Create, manage, and resolve customer service incidents, ensuring accurate documentation and timely follow-up.

• Research and resolve order, product, shipping, recall, and invoicing inquiries by collaborating with internal teams and marketplace suppliers.

• Disposition customer concerns to the appropriate business partners and monitor issues through resolution.

• Communicate professionally with customers, sellers, and suppliers to provide updates and resolve issues.

• Maintain supplier records, documentation, and operational data to ensure accuracy and compliance.

• Support supplier onboarding activities, account maintenance, and marketplace process updates.

• Process goodwill credits, invoices and onetime fees for customers and suppliers

• Assist with product and seller issue resolution, including catalog inquiries, upload issues, and account support.

• Identify trends in customer inquiries and recommend process improvements to enhance the customer experience and operational efficiency.

• Maintain accurate records of customer interactions, incidents, and operational activities.

Qualifications

• Bachelor’s degree in Business Administration, Supply Chain Management, Operations Management, Marketing, Communications, or a related field; or an equivalent combination of education and relevant experience. .

• Excellent communication skills in English (B2+ or higher) and ability to collaborate across functions and geographies.

• Experience in customer service, marketplace operations, eCommerce, or supply chain support preferred.

• Strong customer service, communication, and problem-solving skills.

• Ability to manage multiple priorities while maintaining attention to detail.

• Proficiency with Microsoft Office, including Excel; experience with CRM, case management, or marketplace platforms (e.g., Mirakl) is preferred.

• Demonstrated ability to work collaboratively in a fast-paced, customer-focused environment.

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Benefits:

• This is a hybrid position based in Ultra Park II, Lagunilla (Heredia). On-site presence is required only when necessary, such as for meetings, trainings, or collaborative activities, in alignment with the company’s telework agreement, which currently requires employees to work on-site three (3) days per week)
• Private Medical Insurance
• Asociacion Solidarista
• Life Insurance
• Personal Day Off

Note: Only candidates with Costa Rican nationality or valid immigration status will be considered; applicants residing outside Costa Rica will not be considered, and relocation is not available