3rd Party Post Order Support Specialist

Rivian • Normal, IL

7d • $32 - $40

About The Position

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.
As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

The 3rd Party Post Order Parts Support Specialist will lead the aspect of customer care that deals with parts claims and returns to the Service Distribution Network. This role involves reviewing, dispositioning, and owning reporting for claims on mis-shipped, damaged, or returning products. The specialist is responsible for maintaining customer service level agreements across all of Rivian’s Parts Distribution Centers on all order claims from 3rd party service providers and coordinating accurate information flows to adhere to Rivian’s 3rd party terms and conditions. They will develop and maintain excellent customer satisfaction while processing all returns and refunds according to Rivian regulations, maintaining accuracy, and providing additional support when needed. Following distribution return policies will be essential, promptly followed up with coordination with internal teams along with the 3rd party customer.

Requirements

• High School diploma or an equivalent education experience
• 3 - 4 years of customer facing service, data administration or equivalent
• Understanding of business domains like Logistics, Supply Chain, Manufacturing and Service
• Highly organized with attention to detail
• Ability to work independently
• Concise verbal and written communication
• Ability to work in a fast-paced environment and adapt to changing timelines
• Ability to prioritize tasks and responsibilities
• Intermediate or above knowledge in Excel, Word, and Email programs
• Ability to stand, sit, or walk for 8-10 hours per day
• Required to communicate using phone and/or e-mail
• Ability to view, read, and interpret documents
• Ability to perform all duties in an office environment that may contain ambient noise and temperature fluctuations

Nice To Haves

• Experience with Materials Requirement Planning “MRP” software such as SAP preferred
• Experience with Transportation Management software
• Experience with Sales Order Management software preferred
• Prior experience in an automotive warehouse environment is a plus
• Experience within JIRA, Confluence, and Tableau is preferred

Responsibilities

• Ensure 3rd party customers are meeting service terms and conditions by setting compliance expectations for adverse action. Serve as subject matter expert when determining part returns are out of compliance and communicate refusal to third party customers.
• Determine application of return authorizations, issue customer credits, and organize cross functional teams to manage replacement orders within Rivian’s ERP systems and digital interfaces.
• Review, and provide root cause analysis to help determine appropriate dispositions on customer claims regarding damaged or mis-shipped items.
• Adhere to returns process with Service Parts Distribution warehouse teams and Global Strategy team to ensure products are returned to stock according to policy.
• Open excellent lines of communication with Service Parts Distribution team for timely execution of parts returns. Customer credit is contingent upon developing this partnership and process.
• Accountable for open return orders lost or damaged in transit. Will need end to end tracking of product from the customer to warrant claims against logistics companies when identified.
• Ability to liaison and enforce proper incoterms for freight charges between 3rd party customers and freight carriers.
• Utilize root cause analysis from reporting to help develop and implement continuous improvements to products, packaging, and logistics to reduce damage and return rates across Rivian’s customer base.
• Work cross functionally with finance and business partners to develop and structure what the after-sales reverse logistics program will look like in the future.
• Ensure Rivian is providing excellent customer service and communication with our third-party partners via email, Jira claims, and phone. Day-to-day interactions will be made to ensure a seamless line of communication is provided.

Benefits

• The successful candidate may be eligible for annual performance bonus.
• We offer a comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees.
• You may also have the opportunity to participate in Rivian’s 401(k) Plan and Employee Stock Purchase Program if you meet certain eligibility requirements.
• Full-time employee coverage is effective on their first day of employment.
• Part-time employee coverage is effective the first of the month following 90 days of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED