Pack Quality SME

Our Opportunity:
Chewy is seeking a highly motivated, goal-oriented, dedicated Pack Quality SME to join our exciting and fast-paced team to improve a 35 million dollar opportunity! As the Pack Quality Subject Matter Expert, you will drive improvement in pack quality focusing on staffing, feedback, audits, engagement, training, and changing behavior to meet the customer needs.
What you'll do:
Partner with OB and IC leadership while driving processes that will reduce customer returns and refunds
Engage with Team Members in the staging area to ensure that processes are in place so that every box is going to the customer in a good condition
Retrain and coach team members who are making defects related to pack quality
Ensure staffing is correct and adjusted accordingly in the staging/ranpack/dunnage area
Improve process flow to improve customer experience
Utilize data to make decisions in the OB process that will help the customer experience
Communicate defects to OB and IC leadership so that training and communication can address pack quality
Support the OB audit process to ensure that behavior is addressed as defects are found
Escalate to IC and OB leadership as issues arise
Work with a customer service obsession, with willingness to do whatever it takes to satisfy customer needs
Create a positive team dynamic that encourages all employees in the FC to provide feedback and drive change within the facility, adapt to the ever-changing business, and stay focused on the customer experience
What you'll need:
Ability to communicate effectively to peers and leaders in the areas
High level of integrity and ethics
Ability to work in both a team environment as well as independently, sometimes in ambiguous situations
A passion for quality and the customer experience
Ability to achieve goals and deadlines in a fast-pace environment

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