DTC Order Management Representative

Tempur Sealy International•KY - Home Office, KY

10d•$36,000 - $51,000•Hybrid

About The Position

Tempur Sealy is seeking a DTC Order Management Representative to join their team. This role is crucial for managing the after-purchase customer journey, ensuring exceptional experiences and maintaining brand trust. The representative will act as a brand advocate, troubleshoot post-purchase issues, and collaborate with internal teams to improve products and services. The position offers a hybrid work environment after an initial on-site training period.

Requirements

High School Diploma or equivalent
Experience with Microsoft Office

Nice To Haves

Bachelor's Degree Preferred
Experience in customer service, order fulfillment/management, or inventory distribution preferred
Zendesk ticketing system and Microsoft AX experience preferred.

Responsibilities

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.