Remote DTC Order Management Specialist

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 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.