Description:
Responsibilities:
Proactive Order Management and Intervention (50%)
- Manage order pipeline health through daily and weekly reports
- Identify issue trends and areas of improvement and propose solutions
- Resolve complex or unusual problems that require a customized solution
- Proactively communicate order delays or issues to customers and internal teams
- Use or create template to email customers
- Create reference documents to inform Corporate Sales Team of issues
- Facilitate and lead backlog and operations reviews with sales, manufacturing and logistic teams
- Track details on identified order issues to ensure resolution
- Liaise with internal team on order issues or system errors
- Collaborate with the Finance team to ensure all refunds process for the correct amount successful
- Cancel orders or order lines due to inventory constraints or other business needs and monitor orders to properly ensure accurate invoicing
- Work cross functionally to reship packages that are returned to sender
- Prioritize high profile or exception order requests
- Monitor orders daily to ensure smooth production and delivery
- Address any potential issues or delays promptly
- Monitor large orders or free orders to ensure alignment with YETI's discount policy
Feedback Loop
- Provide feedback to partner Operations team on issues or training requests
- Identify and communication errors in quote or order creation to ensure continuous improvement
- Suggest system improvements to enhance the order journey and overall customer experience
Provide Tier 2 support for escalations from Corporate Sales Representatives (30%)
- Triage and respond to Issue Inquiry submissions
- Resolve system integration errors and validate backend order statuses
- Manually edit orders stuck in error statuses
- Understand inventory levels and statuses
- Troubleshoot Salesforce and website issues
- Guide internal users to accurate training resources
User Acceptance Testing (20%)
- Perform User Acceptance Testing for IT initiatives and website deployments
- Identify testing scenarios, place test orders, collaborate with cross-functional testing teams, and monitor test orders through various stages
- Identify defects and communicate with the relevant team members
- Create process documentation
Provide backup support to Sales Inventory Specialist on adhoc basis
- Run approved quote process using existing template and produce actionable reports for data entry team, assist with data entry as needed
- Review and approve custom order rush requests
- Create purchase order requests and place vendor orders for specific sales teams' offerings
- Create weekly or biweekly inventory bin movements for fulfill orders
Qualifications and Attributes:
- High School Degree required
- At least 4 years of customer service experience, experience with 2nd tier customer service and/or escalations preferred
- Intermediate to Advanced Excel skills are required
- Associates, Technical, college work preferred
- Previous experience with process documentation a plus
- Salesforce or CRM experience, SAP, or Tableau reporting experience a plus
- Laser-focused on the details
- Proactive communicator, provides necessary information before it is requested
- Ability to prioritize issues, solve problems quickly
- Flexible to changing priorities as business needs change
- Proven experience in fast-paced high-volume environment
- Strong interpersonal skills and ability to develop and manage relationships with cross-functional teams
- Curiosity to learn and resourceful in all that you do!
- Fully remote