DTC Order Management Representative

Tempur Sealy; Kentucky; Hybrid; USD 36,000 - 51,000; Full time

Benefits offered by this job

Generous Paid Time Off

Competitive Medical, Dental & wellness

Disability and Life Company Paid

Retirement Plan Options

Employee Purchase Discounts

Job summary

Tempur Sealy is seeking a full-time Customer Service Representative based in Kentucky with the flexibility to work remotely after an initial on-site training period in our Lexington office. You will handle post-purchase support including orders, tracking, returns, and warranty, while collaborating with cross-functional teams to improve customer experience.

Ideal candidates have a High School Diploma or higher, experience with Microsoft Office, and familiarity with Zendesk and Microsoft AX.

Qualifications

• High School Diploma or equivalent, Bachelor's Degree Preferred
• Experience with Microsoft Office
• 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.

Job description

Tempur Sealy. Iconic brands. Storied history. Industry-leading innovation.

Tempur Sealy is committed to improving the sleep of more people, every night, all around the world. As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry-leading innovation, we deliver award-winning products that provide breakthrough sleep solutions to consumers in over 100 countries. Our highly recognized brands include Tempur-Pedic, Sealy and Stearns & Foster. We hire people who have a passion for helping others find their best night's sleep. No matter what stage of your career, you can build your future at Tempur Sealy!

OUR COMPANY OFFERS GREAT BENEFITS, INCLUDING:

• Generous Paid Time Off
• Competitive Medical, Dental & other wellness programs
• Disability and Life Company Paid
• Retirement Plan Options
• Generous Employee Purchase Discounts

Pay Range: $36,000-$51,000

At Tempur-Sealy, we believe that a good night's sleep provides a more balanced and fulfilling life, which is why we strive to provide only the best quality products to meet the needs of sleepers around the world. However, despite our commitment to quality, we understand that sometimes things may go wrong and thus we work to remedy those situations and preserve trust in our brands whenever possible. With teams focused on the after-purchase journey, we provide an exceptional experience for customers.

The Representatives will be a voice for the brand advocacy and must be able to remain professional and stern when regarding policies, while presenting a kind and welcoming voice. The Representatives will troubleshoot and solve problems associated with post-purchase support and escalations related to order fulfillment, tracking, cancellation, refunds, warranty and other customer needs.

The Representatives will help with Quality Assurance and will collaborate with internal teams on content needs across platforms, leveraging feedback, learnings, and observations derived from daily interactions.

Representatives typically train and work on-site at our Lexington corporate office for 1-2 weeks, and travel accommodations may be provided during this initial period only. Representatives should then qualify to work remotely, pending satisfactory performance.

What You'll Do (Essential Duties and Responsibilities):

• The role is full time, 40 hours a week
• 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.

What You'll Need (Qualifications):

• High School Diploma or equivalent, Bachelor's Degree Preferred
• Experience with Microsoft Office
• Experience in customer service, order fulfillment/management, or inventory distribution preferred
• Zendesk ticketing system and Microsoft AX experience preferred.

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Tempur Sealy is proud to be an Equal Employment Opportunity and Aff… .