DTC Order Management Representative

Tempur Sealy International•Lexington, KY

13h•$34,000 - $48,000•Hybrid

About The Position

Tempur Sealy is committed to improving the sleep of more people, every night, all around the world. As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry-leading innovation, we deliver award-winning products that provide breakthrough sleep solutions to consumers in over 100 countries. Our highly recognized brands include Tempur-Pedic®, Sealy® and Stearns & Foster®. We hire people who have a passion for helping others find their best night’s sleep. No matter what stage of your career, you can build your future at Tempur Sealy! At Tempur-Sealy, we believe that a good night’s sleep provides a more balanced and fulfilling life, which is why we strive to provide only the best quality products to meet the needs of sleepers around the world. However, despite our commitment to quality, we understand that sometimes things may go wrong and thus we work to remedy those situations and preserve trust in our brands whenever possible. With teams focused on the after-purchase journey, we provide an exceptional experience for customers. The Representatives will be a voice for the brand advocacy and must be able to remain professional and stern when regarding policies, while presenting a kind and welcoming voice. The Representatives will troubleshoot and solve problems associated with post-purchase support and escalations related to order fulfillment, tracking, cancellation, refunds, warranty and other customer needs. The Representatives will help with Quality Assurance and will collaborate with internal teams on content needs across platforms, leveraging feedback, learnings, and observations derived from daily interactions. The Representatives will train and work on-site at our Lexington corporate office for up to 90 days. They will then qualify to work remotely, pending satisfactory performance.

Requirements

High School Diploma or equivalent, Bachelor's Degree Preferred
Experience with Microsoft Office
Experience in customer service, order fulfillment/management, or inventory distribution preferred

Nice To Haves

Zendesk ticketing system and Microsoft AX experience preferred.

Responsibilities

The role is full time, 40 hours a week
Serve as a subject matter expert for technical assistance, order status, reships, warranty review, returns, and exchange procedures.
Quickly and efficiently identify customer issues to reach a resolution, applying a project management focus towards tracking, monitoring, and evaluating the end-result customer experience from initial awareness to resolution and ensuring that each customer receives a superior customer experience.
Share thoughtful insights with our leadership, product, marketing, and technology teams regarding overall product, customer experience, and service-related trends.
Identify issues and opportunities and partner with digital platform, operations, and/or digital product management to diagnose and find solutions.
Works closely with DTC sales, planning, transportation, and web teams to ensure all Direct orders are fulfilled timely and correctly.
Special projects as needed.
Perform other duties as assigned.