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Responsibilities
Responsibilities:Effectively source replacements/subs for broken orders in order to prevent cancellations & penalties from the marketplace.Communicate with the respective marketplaces & sellers throughout the process via IntercomAccurately document all steps of the processes in Monday.comAccurately document sales in SkyBox in order to track profitability that the Replacements/Subs team was responsible for acquiring & sellingCommunicate with the marketplaces to provide proof in defense of the seller if applicable.Communicate with the customer/seller proactively in case any additional information is needed and the customer/seller is aware of the situation (if necessary)Collaborate with team members and/or other departments to determine the best solution for issue at handSourcing suitable substitute tickets within subs/replacements team’s parametersPerform the necessary steps of fulfillment of the order in a timely mannerRequirements:Excellent problem-solving skillsAble to perform detailed investigations of claims & determine outcomes using multitude of factsExcellent communication skills - must maintain professional and respectful demeanor throughout all interactions with marketplaces as well as customersAbility to multi-task and be flexible to accommodate the needs of the teamExcellent team playerStrong work ethicThrives in a fast paced environmentHigh level of organizational skills and attention to detailGood follow through and troubleshooting skillsAble to work collaboratively with a team and independently with little to no supervisionComfortable with multiple systems including: Google Docs, Drive, Sheets, Excel, Jira, Email, and various other dashboard and KPI tracking systems (Monday.com) and customer support ticketing systems (Intercom)
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