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Outbound Escalation Specialist

What you'll do:

  • Serve as liaison between the warehouse and Customer Service working on OB exception issues including walk-throughs, item checks, warehouse packaging complaints
  • Resolve issues through a ticketing system in a timely manner so that customer impact is prevented or minimized
  • Analyze issues related to the OB exceptions and drive process improvement to reduce defects going forward
  • Partner with the Inventory Control Department to improve inventory accuracy and customer experience
  • Collaborate with OB leaders to communicate issues where communication and feedback is needed for the team
  • Utilize the site Warehouse Management System (WMS) to optimize perfect order fulfillment and provide operational insights to improve WMS effectiveness
  • Responsible for achieving all operational goals
  • Ability to develop and share best practices and documented processes across the shifts and network
  • 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:

  • 1-3 years prior experience in an Inventory Control role or a warehouse problem solving position
  • Ability to prioritize competing priorities with tight deadlines
  • Strong quantitative and analytical skills required
  • Excitement for working in a start-up environment with high level of ambiguity and change
  • Metrics driven mindset
  • Customer service obsession, with willingness to do whatever it takes to satisfy customer needs
  • Effective communicator and leader for employees, direct reports, cross-functional teams and executive leadership
  • Proven ability to quickly adapt and drive the right results using data
  • Highest levels of integrity and ethics
  • Must be flexible to work weekends and/or nightshifts
  • Strong working knowledge of Microsoft Word, Excel and Powerpoint
  • Must be able to lift 50-75 pounds with or without reasonable accommodation
  • Ability to work in both a team environment as well as independently, sometimes in ambiguous situations.
  • Able to handle a fast-paced, changing environment workplace
  • Ability to stand/walk up to 12 hours per day


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