Order Management Esc Tech, eero

Amazon.com, Inc.•Boise, ID

68d

About The Position

At eero we pride ourselves on customer obsession, delivering best-in-class support. As an eero Tier 2 Order Management Escalation Tech, your primary responsibilities are supporting our broader Customer Support teams by resolving order management concerns/tickets, assisting customers with OM related concerns, and assisting with OM escalations. An ideal candidate will be self-motivated to learn and grow to gain the ability to troubleshoot the ever-growing number of devices. Approachability is paramount to fostering a healthy and collaborative team environment. You are passionate about networking and the future of home WiFi, and are an unrelenting problem-solver who loves to help customers. This role will work closely with our call centers in the US and EU, and interact with most of the teams at eero. You take pride in doing excellent work, love balancing multiple projects simultaneously, and can both teach and learn from those around you. Due to the nature of the work, we're looking for coverage 7am-11pm CST, 7 days a week. The coverage will naturally occur by more than one person, and specific schedules will be organized amongst the team.

Requirements

2+ years of customer service experience
Experience handling ambiguous or undefined challenges through strong problem solving abilities
Experience working in a fast-paced, team environment
Can manage multiple projects and meet deadlines
1+ years of using a CRM (Customer Relationship Management) tool experience
Familiarity with inventory management principles and practices
Proficient in using order management software (Netsuite)

Nice To Haves

Experience within e-commerce or Retail fields
Knowledge of order fulfillment, shipping, and logistics processes
Certifications in customer service or order management
Excellent communication and interpersonal skills, both written and verbal

Responsibilities

Process warranty replacement orders and refunds
Process eero Secure cancellations and refunds
Manage eero.com and eero Secure discount codes
Identify and track trending order, return, and billing issues
Approve OM escalations from T1 agents
Work through OM UAQ tickets from end customers

Benefits

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $35,800/year in our lowest geographic market up to $65,000/year in our highest geographic market.
Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.
Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.
For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits.

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