Decision Center Specialist

About the Team

The Operations team manages our worldwide distribution network and is responsible for authenticating our sneakers, fulfilling orders and ensuring on-time delivery to buyers. Through our technological innovation and logistical efficiency, you will join a team that prides itself on being the most trusted marketplace in the industry while shipping and processing tens of millions of products for our global buyers and sellers.

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

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Job Duties as documented in this job description are considered “Essential Functions” and have been created by the standards of the Equal Employment Opportunity Commission (EEOC). The standards of the Americans with Disabilities Act (1990) require that employees be able to perform “Essential Functions” of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the “Essential Functions”.

The hiring range for this position is below, plus benefits (401K, paid time off, dental, medical, vision, disability, life insurance options). To determine starting pay within the hiring range, we carefully consider a variety of factors, including primary work location, role/level, a candidate’s skills, experience, market demands, and internal parity. You may reach out to a recruiter for additional information.

Hiring Range:

$27 - $27 USD