Responsibilities:
- Effectively source replacements/subs for broken orders in order to prevent cancellations & penalties from the marketplace.
- Communicate with the respective marketplaces & sellers throughout the process via Intercom
- Accurately document all steps of the processes in Monday.com
- Accurately document sales in SkyBox in order to track profitability that the Replacements/Subs team was responsible for acquiring & selling
- Communicate with the marketplaces to provide proof in defense of the seller if applicable.
- Communicate with the customer/seller proactively in case any additional information is needed and the customer/seller is aware of the situation (if necessary)
- Collaborate with team members and/or other departments to determine the best solution for issue at hand
- Sourcing suitable substitute tickets within subs/replacements team’s parameters
- Perform the necessary steps of fulfillment of the order in a timely manner
Requirements:
- Excellent problem-solving skills
- Able to perform detailed investigations of claims & determine outcomes using multitude of facts
- Excellent communication skills - must maintain professional and respectful demeanor throughout all interactions with marketplaces as well as customers
- Ability to multi-task and be flexible to accommodate the needs of the team
- Excellent team player
- Strong work ethic
- Thrives in a fast paced environment
- High level of organizational skills and attention to detail
- Good follow through and troubleshooting skills
- Able to work collaboratively with a team and independently with little to no supervision
- Comfortable with multiple systems including: Google Docs, Drive, Sheets, Excel, Jira, Email, and various other dashboard and KPI tracking systems (Monday.com) and customer support ticketing systems (Intercom)
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