Replacement Parts Operations Associate


The Order Management Operations team is organized into small groups that act as the intermediary
between our suppliers and our customers to create an excellent customer experience throughout the
Wayfair order process. This is a role with tremendous opportunity to make an immediate impact on the
success of the company and for growth within the Order Management and Operations teams.
In this customer- and supplier-facing role, you will focus on resolving issues pertaining to replacement
parts for already fulfilled orders. A strong candidate is a motivated individual that is comfortable
communicating directly with suppliers, customers and internal Wayfair contacts. We are looking for an
energetic team player who understands the value in providing a streamlined resolution experience for
customers and suppliers alike. This role allows you to own the post-order customer experience by
working hand in hand with multiple business partners to find solutions that are low-cost, quick and
amenable to the customer.

What You’ll Do:

  • Act as a liaison between the supplier and the customer
  • Customer outreach when vital information is missing from the original inbound service call, or
    when our original resolution is not able to be fulfilled
  • Build strong relationships with suppliers and collaborate to secure operational improvement
  • Partner with suppliers to reach resolutions for our mutual customers
  • Engage suppliers to solve immediate operational issues
  • Work cross-functionally with groups company-wide, including Category Management, Account
  • Operations, Customer Service, Finance and Merchandising
  • Suggest and implement changes to internal process to improve efficiency when deemed
    appropriate

What You’ll Need:

  • Two or four year college degree preferred
  • Excellent communication skills, both written and verbal; comfortable with regular phone
    communication
  • Ability to articulate clearly and negotiate with external partners
  • Self-reliant and able to motivate others
  • Strong attention to detail
  • Confident self-starter
  • Effective prioritization skills
  • A knack for determining root causes of problems and implementing solutions
  • Problem-solving mindset


Who We Are:


Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global
headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing
the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.


No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-
takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us
stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our
employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and
world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity
employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national
origin, sexual orientation, age, citizenship status, marital status,

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