The CastleGate Inbound, Operations Services Associate role is part of our Global Partner Support Inbound team. As a member of GPS Inbound you will work with internal teams and our Fulfillment Centers to provide best in class support to our suppliers that are shipping items to ports and onto our Wayfair Facilities, known as CastleGate. Your role will include responding to questions from our suppliers about their inbound shipments and inventory. These workflows include assisting suppliers with their account settings, adjusting freight destinations, troubleshooting label issues and determining validity of invoice disputes relative to freight charges, among others.
Responsibilities
In this specialist role, you will focus on maintaining a high standard of operational commitment to our suppliers. You can potentially expect to:
- Interact with suppliers by actioning tickets to address concerns or questions they have with their inbound freight.
- Utilize internal tools, such as Partner Home and NaviOS, to investigate issues and Supplier requests
- Collaborate effectively with your team to resolve more complicated issues and drive a positive team environment
- Partner with cross-functional teams to resolve broader issues within network
- Use critical thinking to review documentation against credit requests to effectively determine the outcome of claims
- Triage tickets to understand if it needs to be routed to other internal teams or escalated to our Tier II team.
- Identify areas of opportunity within our SOPs.
- Meet deadlines and SLAs, proactively adjusting, learning, and communicating when roadblocks are encountered or new information becomes available
Basic Qualifications
- Associate’s degree or equivalent military/work experience
- Skill at time management and prioritization, working well under tight SLAs
- Be a team player, working collaboratively with peers and partner teams
- Analytical, creative, and innovative approach to solving problems
- Strong organization skills and attention to detail
- Ability to work effectively with people in a cross-functional environment
- Confidence as a self-starter, able to work with limited supervision
- Passion for solving complex business problems
- Experience with collaborative G Suite tools or their Microsoft/Open Office equivalents
- Adaptability to constant evolution of workload, processes and expectations
- Ability to learn new systems and processes quickly
- Must be able to consider multiple approaches and not be limited by how things were done historically
- Experience working with our CastleGate Inbound network or inbound shipments a plus
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, 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, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.
Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at [email protected].
