Exceptions Specialist

The RealReal • Phoenix, AZ

2d

About The Position

As an Exceptions Specialist, you will act as a liaison between the warehouse and customer service and manage exceptions arising from daily activities. The role involves investigating and resolving order, return, and workflow issues; managing Zendesk tickets; and assisting customer service and warehouse staff. You will keep leadership and customer care updated as necessary. The position is with The RealReal, an online marketplace for authenticated resale luxury goods.

Requirements

• High school diploma or GED completion.
• Strong verbal and written communication skills.
• Strong critical-thinking skills.
• Ability to think quickly on your feet.
• Accuracy and attention to detail.
• Punctuality and availability to work overtime as needed.
• Ability to lift heavy boxes up to 50 pounds and stand for extended periods.
• Ability to navigate Dior.
• Knowledge of Google Docs.

Nice To Haves

• Looker experience.
• One to two years of experience at an eCommerce facility.

Responsibilities

• Address order SLA issues.
• Manage customer returns and consignor return issues.
• Investigate aging RTC.
• Manage Packsize and Autobagger order issues.
• Manage the un-batchable report and investigate orders.
• Manage Zendesk tickets.
• Assist Customer Service with customer inquiries.
• Assist pickers with order issues as needed.
• Keep the leadership team and customer care updated as necessary.
• Perform other duties as assigned.

Benefits

• Employee Stock Purchase Plan.
• 401(k) with company match.
• Medical, dental, and vision insurance.
• Paid parental leave.
• Nine paid company holidays.
• 18 paid time-off days, accruing from the first day of work.
• Employees may be eligible for a bonus program or incentive pay, depending on role.

What This Job Offers

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