Replacement Parts Operations Customer Care Agent

The Order Management Operations team is organized into small groups that build relationships with suppliers, analyze the root cause of operational problems and partner with other Wayfair departments to leverage technology and continuously improve the experience for our customers. 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
  • 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- and long-standing operational issues, improving overall performance
  • 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

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