Online Operations Specialist

Arhaus • Boston Heights, OH

4d • Hybrid

About The Position

The Online Operations Specialist supports web and eCommerce operations by completing day-to-day tasks that help maintain customer satisfaction and seamless service. The role provides timely, accurate, and professional assistance to the web phone team and customers. It follows a hybrid schedule requiring onsite presence at Arhaus’s corporate office in Boston Heights, Ohio.

The specialist communicates with customers about delivery scheduling and order accuracy, collects balances, modifies orders, and processes appeasement transactions. The role also handles web-team returns, exchanges, adjustments, and cancellations; prepares paperwork for custom online orders; and reviews incoming website sales orders for accuracy and fraud. When customer issues arise, the specialist works with Client Services, Logistics, Product, management, and the customer to find an amicable solution. Additional support may include pre-collections, product delays, SKU corrections, reports, and special projects.

The position requires customer-service skills, clear communication, collaboration, initiative, integrity, the ability to manage competing priorities, and proficiency with Microsoft systems. Weekend hours and flexibility to adjust the schedule as department needs require are expected.

Requirements

• High school diploma.
• At least 2 years of customer service experience in a multi-location, retail, or sales environment.
• Proficiency with MS Office applications, including Outlook, Excel, and Word, or a similar suite.
• Ability and willingness to adjust schedule and hours to meet departmental management needs.
• Ability to perform tasks while sitting for extended periods and complete repetitive movements.
• Ability to lift boxes and/or files weighing less than 25 pounds.
• Consistent, regular scheduled attendance.
• Weekend hours are required.
• Fluent with Microsoft systems and comfortable using computers.
• Ability to adapt to change, multitask, and manage competing priorities.
• Ability to build effective working relationships, collaborate, and communicate clearly in writing and verbally.
• Customer-service orientation, initiative, integrity, honesty, and accountability.

Nice To Haves

• College degree.

Responsibilities

• Maintain the company’s customer-service brand standards in internal and external communications.
• Contact customers daily to schedule deliveries, verify order accuracy, collect balances, modify orders, and process appeasement transactions.
• Accurately process web-team and customer returns, exchanges, adjustments, and cancellations.
• Proactively address customer issues and coordinate with Client Services, Logistics, Product, management, and customers to reach amicable solutions.
• Prepare necessary paperwork for custom online orders.
• Process daily incoming website sales orders and check them for accuracy and fraud.
• Assist the Sales team and management with departmental tasks, including pre-collections, product delays, and SKU corrections.
• Assist with reports and special projects as needed.
• Perform other duties as required.

What This Job Offers

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