Decision Center Specialist
6 Minutes ago • 1 Years + • $52,000 PA - $52,000 PA
Customer Service
Job Description
The Decision Center Specialist resolves exceptions across fulfillment functions in a dynamic warehouse environment. This role involves verifying transaction details, identifying root causes of defects, inspecting and troubleshooting exception orders, and managing returns and cancellations. The specialist will also recommend training improvements, ensure timely task completion, own high-level audits for process accuracy, and act as a final decision-maker on exception orders, championing customer success and reducing financial impact.
Good To Have:
- Bachelors Degree preferred.
Must Have:
- Verify transaction details, including SKU, size, condition and packaging.
- Have sound knowledge of technical process map for all fulfillment, inventory control, and verification processes.
- Identify the root cause of defects that can occur in the operational process flow.
- Inspect and troubleshoot exception orders that arise during the fulfillment process.
- Manage returns and cancellations in accordance with company standards and policies.
- Ensure the timely completion of all related tasks.
- Own a high level of audits to ensure process accuracy and data integrity.
- Be a final decision maker on exception orders.
- 1+ years of experience in specialized fulfillment problem solving, order management, or customer service in a warehouse environment.
- Excellent communication skills, both written and verbal.
- Strong organization and time management skills with demonstrated attention to detail and a focus on accuracy.
- A quick learner and self-starter, capable of working independently and handling increasing levels of responsibility.
- Experience working with a WMS for reporting, order investigation, and troubleshooting.
- Technically proficient in Google Suite, Slack.
Role Overview
The Decision Center Specialist on our Decision Center team is an expert in resolving exceptions across a variety of fulfillment functions in our dynamic and busy warehouse environment. Relying on our Company’s process standards and expectations, you will be a diligent and thoughtful problem solver who is the internal champion for our customers. Decision Center Specialists will focus on reducing the financial impact to operations and the company by accurately assessing each problem order. Additionally, our Decision Center Specialist is capable of conducting root-cause analysis on defective orders in the warehouse and communicating these insights to Operations Leadership for training opportunities.
In this role, you will:
- Verify transaction details, including SKU, size, condition and packaging
- Have a sound knowledge of our technical process map for all fulfillment, inventory control, and verification processes. Making a connection between physical tasks and actions triggered on the backend
- Identify the root cause of defects that can occur in our operational process flow, whether its a user error, process flaw, or systemic bug
- Inspect and troubleshoot exception orders that arise during the fulfillment process
- Manage returns and cancellations in accordance with company standards and policies
- Recommend training improvements to managers to enhance process accuracy
- Ensure the timely completion of all related tasks
- Own a high level of audits to ensure process accuracy and data integrity, with a focus on customer success
- Participate in regular team meetings to inform updates on exception activity and training opportunities
- Be a final decision maker on exception orders
We are looking for:
- 1+ years of experience in dealing directly with specialized fulfillment problem solving, order management, or customer service in a warehouse environment
- Bachelors Degree preferred but not required
- Excellent communication skills, both written and verbal.
- Strong organization and time management skills with demonstrated attention to detail and a focus on accuracy
- A quick learner and self-starter, capable of working independently and handling increasing levels of responsibility
- Experience working with a WMS for reporting, order investigation, and troubleshooting
- Technically proficient in Google Suite, Slack
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