Order Management Operations Associate
Resident is an industry-leader in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016 (with over 1 million happy sleepers and counting), we have also launched the Dreamcloud, Awara and Level Sleep brands to cater to a variety of sleep preferences. Our mission is simple, we strive to make inspiring products people love coming home to (and to help everyone afford a great night's sleep)!
Our company is built around continuously improving our ability to introduce new customers to our products, and wow them with exceptional experiences through the shopping and post purchase journey. We love to use data and metrics to drive our decisions, while keeping in mind that customers don’t speak in numbers, and that each one should be treated as a member of our family.
Oh, and by the way - we’ve been doing the “remote work thing” since the day we started. So you can expect a hard working team of people that understands how to create meaningful connections and get great work done virtually - it’s in our nature!
Resident is looking for an e-Commerce Operations Associate. The ideal candidate for this position is a self-starter with an ability to adapt quickly, communicate effectively, and assist others in a fast-paced remote environment.
This is a Remote, Work from Home opportunity. Must be available to work 10:30a-6:30p PST Saturday-Wednesday. We are open 365 days a year. Must be willing to work weekends & key holidays. Additionally, you must have a dedicated quiet work space to be considered for this role. All candidates must reside in and be authorized to work in the United States.
Responsibilities
- Functioning as a subject matter expert of fulfillment processes and ambassador for Direct to Consumer Suppliers
- Remaining up-to-date on key workflow changes, guidelines, policies and procedures
- Collaborating with the Customer Success team to ensure they are supported by providing valuable information needed to make every customer interaction a success
- Sharing frontline insight with team leads, supervisors and managers to help drive continuous improvement in our customer experience
- Ownership of data entry & documentation- you will be frequently using spreadsheet platforms such as Excel and Google Sheets
- Understanding and clearly communicating the lifecycle of an order from processing to post-delivery actions which may include: order review/processor actions, order status expectations, screening & validating replacement part requests, communicating with partners via email and phone
- Multitasking on a variety of web based tools simultaneously
- Identifying and resolving operational and human bottlenecks in real time
- Utilizing data to drive decisions
Requirements
- Minimum of 2 years working in an e-commerce operations support role
- Experience/proficiency in programs such as Excel, Google Suite, Asana, Kustomer, Slack
- Strong computer skills with the ability to type at approximately 50+ WPM
- Experience in a fast-paced, start-up environment with the ability to quickly get up to speed, and take on other projects
- Comfortability and familiarity with working from home and being a self-starter
- Ability to work within a decentralized team
- Independent task, time, and personal resource management
- Strong written communication skills that give you the ability to explain sometimes-complex instructions coherently
- Ability to bring an upbeat, professional and respectful approach to work each day
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, veteran status or other characteristics.