Contour Products, Inc

Amazon &amp; eCommerce Customer Experience Specialist
Contour Products is growing, and we're looking for a creative, tech-savvy problem solver who wants to make a measurable impact on the customer experience.
This is more than a customer service position. You’ll help shape how customers discover, purchase, and experience our products across Amazon and our other eCommerce channels.
We’re looking for someone who enjoys digging into problems, learning new technology, spotting opportunities, and turning customer feedback and data into better listings, better processes, and a better buying experience.
What You’ll Own: Amazon &amp; eCommerce Experience
<ul>
<li>Monitor and help optimize Amazon product listings, content, inventory, reviews, and customer experience.</li>
<li>Identify opportunities to improve product detail pages, messaging, images, FAQs, and other content that helps customers make confident purchase decisions.</li>
<li>Monitor marketplace issues, listing accuracy, competitive activity, and potential brand infringement.</li>
<li>Troubleshoot order, inventory, fulfillment, tracking, and marketplace issues.</li>
<li>Support Amazon Seller Central and other eCommerce platforms.</li>
</ul>
Customer Experience
<ul>
<li>Provide responsive, professional support through email, phone, chat, marketplace messages, and other customer channels.</li>
<li>Resolve questions involving products, orders, shipping, returns, refunds, warranties, and replacements.</li>
<li>Monitor reviews and customer feedback to identify recurring issues and opportunities for improvement.</li>
<li>Turn common customer questions into better FAQs, product information, instructions, packaging, and online content.</li>
</ul>
Data, Technology &amp; Continuous Improvement
<ul>
<li>Look beyond individual customer issues to identify patterns and root causes.</li>
<li>Recommend solutions, coordinate improvements, and follow through to determine whether they worked.</li>
<li>Use reporting and analytics to track customer issues, product trends, reviews, and opportunities.</li>
<li>Help develop and test workflows, automations, and systems that improve efficiency and customer experience.</li>
<li>Use AI tools to analyze feedback, create content, automate repetitive work, and improve decision-making.</li>
<li>Work across customer service, operations, marketing, and eCommerce to turn insights into action.</li>
</ul>
Who We're Looking For
You may be a great fit if you are:
<ul>
<li>Tech-savvy and curious — you enjoy learning new platforms, software, AI tools, and systems.</li>
<li>Creative — you see ways to improve content, processes, and the overall customer journey.</li>
<li>Analytical — you notice patterns in reviews, questions, returns, and customer behavior.</li>
<li>A problem solver — you don't just report problems; you want to understand why they're happening and fix them.</li>
<li>Customer-focused — you understand that a great customer experience builds trust, loyalty, and sales.</li>
<li>Detail-oriented — you catch errors and inconsistencies others may miss.</li>
<li>Self-directed — you can take ownership of a project and move it forward.</li>
<li>Collaborative — you enjoy working with a small team where ideas and initiative matter.</li>
</ul>
Skills &amp; Experience
We're especially interested in candidates who are technically capable, eager to learn, and excited about eCommerce.
Experience with any of the following is a plus:
<ul>
<li>Amazon Seller Central</li>
<li>Amazon marketplace management</li>
<li>eCommerce operations</li>
<li>Shopify</li>
<li>Product listing optimization</li>
<li>Customer experience (CX)</li>
<li>Marketplace troubleshooting</li>
<li>Review and reputation management</li>
<li>Excel and data analysis</li>
<li>Content management systems (CMS)</li>
<li>Helpdesk or CRM platforms</li>
<li>Workflow automation</li>
<li>AI tools such as ChatGPT</li>
<li>SEO and keyword optimization</li>
<li>Competitive research</li>
<li>Consumer products</li>
</ul>
Why Contour?
Contour Products is an established consumer products company with recognized brands and products sold across multiple retail and eCommerce channels.
We're a hands-on, entrepreneurial team where good ideas don't get buried. If you discover a better way to present a product, solve a customer problem, automate a process, or improve the Amazon experience, you'll have the opportunity to help make it happen.
We're looking for someone who doesn't just want to manage the customer experience—we want someone who wants to improve it.
Pay: $50,000.00 - $65,000.00 per year
Benefits:
<ul>
<li>401(k)</li>
<li>401(k) matching</li>
<li>Dental insurance</li>
<li>Flexible schedule</li>
<li>Health insurance</li>
<li>Paid time off</li>
<li>Professional development assistance</li>
<li>Vision insurance</li>
</ul>
Work Location: Hybrid remote in Charlotte, NC 28210

Amazon and eCommerce Customer Experience Coordinator

Amazon and eCommerce Customer Experience Coordinator

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