Customer Experience & Marketplace Sales Specialist.
Bilingual (English / Spanish).
Luxury Ecommerce | BigCommerce | Shopify | eBay | Gorgias | RingCentral.
Location: Remote (Latin America).
Employment Type: Full-Time.
Working Hours: Monday to Friday, aligned with US Central Time (40 hours per week).
Compensation: Competitive salary based on experience, plus performance bonuses and long-term career growth opportunities.
About Arrowsmith Shoes:
Arrowsmith Shoes is a Chicago-based luxury footwear retailer with more than 25 years of experience serving customers throughout North America.
We specialize in premium men’s footwear, including Italian dress shoes, luxury cowboy boots, genuine exotic skin footwear, and premium men’s accessories.
Our business operates across multiple ecommerce channels, including BigCommerce, Shopify, eBay, Amazon, and other online marketplaces.
As we continue to grow, we are building a world-class remote team dedicated to delivering an exceptional customer experience.
We are looking for a bilingual professional who is passionate about helping customers, building relationships, supporting ecommerce operations, and contributing to the growth of a premium international brand.
This is not a call center position. It is a long-term career opportunity with excellent growth potential.
Position Overview:
As our Customer Experience & Marketplace Sales Specialist, you will be one of the primary points of contact for our customers.
You will help create an exceptional shopping experience while supporting sales, ecommerce operations, marketplace management, and our online reputation.
You will work directly with company leadership and play an important role in helping us build one of North America’s leading luxury footwear ecommerce companies.
Key Responsibilities:
Customer Experience:
- Answer incoming customer calls using RingCentral.
- Make outbound calls regarding orders, product recommendations, follow-ups, exchanges, and sales opportunities.
- Respond professionally to customer emails, live chat, SMS, and marketplace messages.
- Assist customers with product selection, sizing, shipping, exchanges, returns, and order tracking.
- Resolve customer concerns quickly, professionally, and with empathy.
- Deliver a luxury customer experience during every interaction.
Sales:
- Convert customer inquiries into completed sales.
- Recommend complementary products and accessories.
- Follow up with customers to recover sales opportunities.
- Build long-term customer relationships.
- Help increase repeat customer purchases.
Ecommerce Operations:
- Manage customer support using Gorgias.
- Process customer inquiries from our BigCommerce and Shopify stores.
- Respond to customer messages and Best Offers on our eBay stores.
- Assist with order verification and order management.
- Monitor shipments and proactively communicate with customers.
- Coordinate with warehouse and purchasing teams when required.
Marketplace Support:
- Maintain fast response times across all marketplaces.
- Resolve customer issues professionally.
- Help maintain excellent seller performance metrics.
- Support future marketplace expansion initiatives.
Online Reputation Management:
- Invite satisfied customers to leave Google Reviews.
- Encourage customers to share their shopping experience.
- Monitor customer feedback and identify opportunities for improvement.
- Help strengthen our reputation as a trusted luxury footwear retailer.
Qualifications:
Required:
- Minimum three years of ecommerce customer experience.
- Fluent English (spoken and written).
- Native or fluent Spanish.
- Excellent telephone communication skills.
- Experience with at least two of the following:
- BigCommerce.
- Shopify.
- Gorgias.
- RingCentral.
- eBay.
- Strong organizational and multitasking skills.
- Reliable high-speed internet connection.
- Quiet, professional home office.
- Ability to work independently while collaborating with a remote team.
Preferred Experience:
Experience with any of the following is highly desirable:
- Amazon Seller Central.
- Luxury retail.
- Premium fashion or footwear.
- Product listings.
- Inventory management.
- Google Workspace.
- CRM or help desk software.
- Supporting customers in both English and Spanish.
Career Growth:
We believe in investing in people and promoting from within.
As Arrowsmith Shoes continues to expand throughout North America and into Latin America, this position can grow into opportunities such as:
- Senior Customer Experience Specialist.
- Marketplace Operations Specialist.
- Customer Experience Team Lead.
- Ecommerce Operations Coordinator.
- Ecommerce Operations Manager.
We are looking for someone who wants to build a long-term career with us.
What We Offer:
- Full-time remote employment.
- Competitive salary.
- Performance-based bonuses.
- Paid training.
- Long-term career stability.
- Professional development opportunities.
- Direct collaboration with company leadership.
- A supportive, respectful, and team-oriented work environment.
- The opportunity to help build one of North America’s leading luxury footwear ecommerce companies.
Our Vision:
We are building more than an ecommerce business. We are building a team of professionals who are passionate about delivering exceptional customer experiences and growing together over the long term.
As our business expands into new markets and sales channels, we are looking for people who want to grow their careers while helping shape the future of Arrowsmith Shoes.
