Retail Sales Operations Coordinator
Resident is an industry-leading startup in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016, we have since launched additional new brands with the same mission of making inspiring products people love coming home to.
Every part of our company is built around growth, experimentation and velocity. If you believe in the importance of data-driven decision making, naturally curious and possess a truly customer-centric orientation, we might just be the right company for you!
Resident is seeking a hard working, proactive, self starter that loves to take on challenges and see them through to the end. A “roll up your sleeves “ type that can look for answers & discover solutions with minimal staff oversight. A detailed oriented perfectionist that wants to give 110% who, once trained, can pick up and take action from there. Someone who wants to check all the boxes before calling it a day. A big thinker that can step outside the day- to-day and pinpoint inefficiencies, devise a solution, and implement. Must be comfortable having direct conversations with peers and Supplier Reps, to get what your team needs to succeed.
**This is a Full Time Remote, Work from Home Position. To be considered for this position you must reside within the United States.**
Responsibilities
- Coordinate/guide/improve all front-office processes to expedite sales, delivery, and continued strong support model.
- Strategize with sales rep to maximize sales productivity including assembling data for customer metrics reports
- Standardize methods wherever possible to streamline processes and communications between Operations/Retailer Partners.
- Liaison between RAM/NAM and Order Management Team (OMT)
- Liaison between Retailer & (OMT) Includes weekly calls with key accounts, warehousing team, buying team, fulfilment team & deliver the highest standards of Customer Service
- Miss ship cases – Work with order management team (OMT) on returns from “receipt through pick up” from retailer as well as resolving issues related to those returns.
- Re-routing- work with (OMT) and 3rd party carriers to redirect and tracking.
- Warranty/Credit claims: Handle daily credit emails from portal, review & investigate claims, communicate with retailer/sales rep and work with Accounting on credit issues.
- Provide updates to retailers on stock levels, delays, updates on operational processes.
- Assist Retailers with wholesale portal – set up, maintenance
- Be a voice/advocate for the retailer as well as a responsible representative of RH
- Strategize and work closely with account rep to ensure the development and forward momentum of the retail partnership
- Handle retailer inquires on Operational/product/process questions which are all diverse and different in needs and requirements
- Own Retail CS Slack & email inbox Channel by researching/communicating and resolving issues from start to finish
- Assist retailers with Administrative tasks related to RH success Work with our internal training & marketing teams to advocate the correct training and marketing programs based on individual retailers needs.
- Work with Sales and Retailers to strategize retail incentive program & managing the program from start to finish
- Handle Tracking inquiries – including excel files, collaborate with retailers and internal business partners to improve customer service, logistics performance and retailer satisfaction through driving consistency, quality and accuracy in the handling of retail returns and related requests.
Qualifications
- Minimum 5 years of extensive computer/technology experience
- Minimum 5 yrs experience in working in fast past/high pressure environments, ecommerce experience preferred
- Ability to work remotely across a decentralized team
- Proficient in Google Suite & Microsoft Office, expert in Excel/Sheets required
- Ability to manage high volumes of data with accuracy in a timely manner
- Ability to manage many projects and tasks at once