DTC Order Management Representative
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At a glance
Job overview
Tempur Sealy is hiring a DTC Order Management Representative. Tempur Sealy is seeking a DTC Order Management Representative to provide exceptional customer experience by troubleshooting and resolving post-purchase issues. This role involves advocating for the brand, collaborating with internal teams on content needs, and ensuring timely and correct fulfillment of direct orders. The representative will also serve as a subject matter expert for various technical and order-related procedures.
Key focus areas include Serve as a subject matter expert for technical assistance, order status, reships, warranty review, returns, and exchange procedures., Quickly and efficiently identify customer issues to reach a resolution., and Apply a project management focus towards tracking, monitoring, and evaluating the end-result customer experience..
Successful candidates bring High School Diploma Or Equivalent. Important skills include Professionalism, Problem Solving, Project Management Focus, Customer Experience, Subject Matter Expert, and Troubleshooting.
Skills & qualifications
Skills
Qualifications
Benefits
Full job description
Experience Required
None
Minimum Education Required
High School Diploma/G.E.D.
Compensation
$7.25 / hourly
Hours Per Week
40
Number Of Positions
1
Work Schedule and Shift Requirements
First (Day)
Job Description
Tempur Sealy. Iconic brands. Storied history. Industry-leading innovation.
Tempur Sealy is committed to improving the sleep of more people, every night, all around the world. As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry-leading innovation, we deliver award-winning products that provide breakthrough sleep solutions to consumers in over 100 countries. Our highly recognized brands include Tempur-Pedic, Sealy and Stearns & Foster. We hire people who have a passion for helping others find their best night's sleep. No matter what stage of your career, you can build your future at Tempur Sealy!
OUR COMPANY OFFERS GREAT BENEFITS, INCLUDING:
Generous Paid Time Off
Competitive Medical, Dental & other wellness programs
Disability and Life Company Paid
Retirement Plan Options
Generous Employee Purchase Discounts
Pay Range: $36,000-$51,000
At Tempur-Sealy, we believe that a good night's sleep provides a more balanced and fulfilling life, which is why we strive to provide only the best quality products to meet the needs of sleepers around the world. However, despite our commitment to quality, we understand that sometimes things may go wrong and thus we work to remedy those situations and preserve trust in our brands whenever possible. With teams focused on the after-purchase journey, we provide an exceptional experience for customers.
The Representatives will be a voice for the brand advocacy and must be able to remain professional and stern when regarding policies, while presenting a kind and welcoming voice. The Representatives will troubleshoot and solve problems associated with post-purchase support and escalations related to order fulfillment, tracking, cancellation, refunds, warranty and other customer needs.
The Representatives will help with Quality Assurance and will collaborate with internal teams on content needs across platforms, leveraging feedback, learnings, and observations derived from daily interactions.
Representatives typically train and work on-site at our Lexington corporate office for 1-2 weeks, and travel accommodations may be provided during this initial period only. Representatives should then qualify to work remotely, pending satisfactory performance.
What You'll Do (Essential Duties and Responsibilities):
The role is full time, 40 hours a week
Serve as a subject matter expert for technical assistance, order status, reships, warranty review, returns, and exchange procedures.
Quickly and efficiently identify customer issues to reach a resolution, applying a project management focus towards tracking, monitoring, and evaluating the end-result customer experience from initial awareness to resolution and ensuringthat each customer receives a superior customer experience.
Share thoughtful insights with our leadership, product, marketing, and technology teams regarding overall product, customer experience, and service-related trends.
Identify issues and opportunities and partner with digital platform, operations, and/or digital product management to diagnose and find solutions.
Works closely with DTC sales, planning, transportation, and web teams to ensure all Direct orders are fulfilled timely and correctly.
Special projects as needed.
Perform other duties as assigned.
What You'll Need (Qualifications):
High School Diploma or equivalent, Bachelor's Degree Preferred
Experience with Microsoft Office
Experience in customer service, order fulfillment/management, or inventory distribution preferred
Zendesk ticketing system and Microsoft AX experience preferred.
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Tempur Sealy is proud to be an Equal Employment Opportunity and Affirmative Action employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based upon r ace, color, r eligion, age, s ex, national origin, disability status, genetics, protected veteran status, s exual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
Job Type
Full time
Benefits Offered
Not specified
Veteran Preference
No
Place of Work
On-site
Requisition ID
JR101723
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