Job Description:
The Operations Excellence Operations Specialist is an essential member of our Customer-Facing Operations Support team. This role focuses on ensuring smooth order processing, vendor management, and customer satisfaction with auditing, troubleshooting, and optimizing the order and drop ship processes. Working closely with our internal teams and external vendors, the Operations Specialist identifies and resolves discrepancies, ensures on-time shipments, and manages customer orders to provide a seamless experience.
Primary Duties and Responsibilities:
- Vendor Relationship Management: Build and manage relationships with procured suppliers to ensure the success of drop-ship orders.
- Customer Order and Drop Ship Audit: Review customer and drop-ship orders for inaccuracies and inefficiencies. Follow up with the supplier and internal teams to ensure timely resolutions and on-time shipments.
- Customer Communication: Provide updates to customers regarding their orders and identified issues.
- Process Optimization: Identify areas for improvement in Ecentria’s SOPs and work to implement process optimizations.
- Escalated Product Issues: Manage customer inquiries related to product issues (wrong items, missing accessories, incorrect shipments, carrier issues, etc.), ensuring prompt resolution and prevention of future problems.
- Vendor Compliance: Collaborate with internal departments to resolve discrepancies and ensure adherence to vendor agreements.
- Reporting: Maintain reports to monitor order and drop-ship performance and provide feedback to improve order throughput.
- Ad-hoc projects as needed.
Qualifications:
- 1-2 years of experience in Customer Service or Call Center environment, preferably with e-commerce or vendor relations experience.
- High school diploma, GED, or equivalent minimum education.
- Proficiency in Microsoft Office applications
- Strong oral, written, and interpersonal skills
- Strong customer advocacy skills
Benefits:
- Medical Insurance from Blue Cross Blue Shield, including HSA, HMO, and PPO options.
- Prescription, dental, and vision insurance.
- Employer-paid life, AD&D, and disability insurance.
- Employer-paid employee assistance program.
- Generous FTO (flexible time off).
- 401k retirement benefits plan with a company match.
- Voluntary legal support services, pet insurance & identity theft protection.
- Salary commensurate with work experience and education.
Ecentria is the winner of many prestigious HR-driven awards, including:
- Best & Brightest Place to Work in Chicago, 2022
- Best & Brightest Place to Work in Chicago, 2021
- Best & Brightest Place to Work in Chicago, 2020
- Best & Brightest Place to Work in Chicago, 2019
- Top Workplace in Chicago (Chicago Tribune Award), 2021
- Top Workplace in Chicago (Chicago Tribune Award), 2019
- Top Workplace in Chicago, (Chicago Tribune Award), 2018
- Best & Brightest Place to Work in the Nation, 2022
- Best & Brightest Place to Work in the Nation, 2019
- Best & Brightest Place to Work in the Nation, 2018
This is a remote/work-from-home role. You must reside in one of the following states/locations: Arizona, Florida, Georgia, Iowa, Illinois, Indiana, , Kentucky, Nevada, Ohio, Texas, Utah or Wisconsin. Note, this list of states/locations is subject to change.Ecentria and its affiliates are an Equal Opportunity Employer. The Company does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.
All employment is decided on the basis of qualifications, merit, and business need. Ecentria and its affiliates are Drug Free Workplaces.If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.
