Operations Specialist, Asset Protection and Finance

We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is nearly 60 years in the making—and our story is still unfolding.

 

The Operations Specialist is responsible for supporting the Customer Care team by troubleshooting system/order issues, assisting in technology training and documentation, participates in system quality assurance, and support with other day-to-day operational needs.

 

A day in the life as an Operations Specialist, Customer Care...

• Assist with training for new and current associates which includes the creation and maintenance of training aids and reference guides.
• Troubleshoot associate issues involving any of the customer service center systems.
• Escalates system/orders issues to the appropriate parties as necessary.
• Works with the other operations team members to complete any pending day-to-day work that need attention.
• Collaborates with Operations Supervisors, Customer Care Managers, Customer Care Supervisors and other business partners to support project initiatives, identify opportunities for improvement and make constructive suggestions for change.
• Become a product subject matter expert (SME) and support troubleshooting efforts, as well as, provide continuous improvement within the customer service system (CSS) and internal processes.
• Assist with any day-to-day projects or initiatives that require customer communication, order modification, and inventory management
• Develop and maintain effective, collaborative relationships with peers and other company personnel.
• Partners with leadership to onboard and knowledge share when orienting new customer service associates, be leveraged as a subject matter expert.
• Work closely with management team to identify opportunities for improvement to customer service levels and operational efficiencies
• Undertake additional responsibilities as required to provide comprehensive support to the business operations.

Functions by Focus Area:

Operations Specialist, Inventory Allocation

• Manage unfulfilled orders by examining backorder reports for Crate and Barrel and CB2
• Modify customer order’s product fulfillment location to preserve revenue and reduce cancellations
• Performs basic inventory assortment reviews and sample ordering
• Coordinate with the Merchandising Department and stores for any unmet product needs
• Examine the rate of sales and cancellation and determine product coding to communicate low-inventory product with online customers
• Minimize order processing delays by reviewing various product attributes and processing requirements
• Communicate website messaging or inventory issues to leadership
• Provide proactive logistics assistance to customers with large and/or complex orders

Operations Specialist, Supply Chain

• Liaison between Stores, Customer Care, and Distribution and Home Delivery Centers.
• Research and resolve order fulfillment and delivery issues daily
• Investigate fulfillment issues within the supply chain network, take partnerships and communicate to the appropriate partners as needed
• Collaborates with CBH Partners for any warehouse or delivery trends that negatively affect the delivery experience.
• Research unmet reporting to mitigate loss inventory and work with supply chain and merchandising partners to fulfill customer orders
• Provided detailed analysis for escalated fulfillment issues across the network

Operations Specialist, Asset Protection and Finance

• Analyze customer orders to ensure the legitimacy of the purchase.
• Cancel fraudulent orders to protect company assets and allow lawful customers to purchase the held product
• Work on various queues, releasing held orders in a timely fashion to fulfill delivery promises
• Resolve and prevent chargebacks by researching orders and providing detailed analysis of the orders such as history of events or breakdown of charges
• Identify current fraud trends and take action to protect the company from future liability
• Provide direction to customer service associates regarding customer validation needs for order processing Communicate fraudulent activities to the appropriate parties
• In collaboration with the Operations Supervisor and Asset Protection (AP), help create loss prevention rules in a variety of systems to reduce the risk for fraud
• Communicate with customers when unconventional steps are needed to fulfill customer orders
• Assist with any day-to-day projects or initiatives that require customer communication, order modification, and inventory management

Operations Specialist, Associate Experience

• Execute or coordinate the creation of logins for the variety of systems used in the customer service center.
• Maintain departmental security settings and permissions for all associate system accounts in partnership with the HelpDesk.
• Troubleshoot associate issues involving any of the customer service center systems.
• Tracks and reports on the completion of any outstanding problems.
• Works with the other operations team members to complete any pending day-to-day work that needs attention.
• Develop and maintain effective, collaborative relationships with peers and other company personnel.

Operations Specialist, Innovation and Improvement

• Assist in the creation and maintenance of system training aids, process flows, and reference guides.
• Researches and identifies problems that continually affect the customer experience negatively
• Works with various business units to solve persistent issues and come up with solutions
• Tracks and reports on the completion of any outstanding problems.
• Researches and identifies problems that continually affect the customer experience negatively
• Assist in the creation and coordination of operational projects jointly with other business partners
• Assists in testing and enhancing systems and procedures
• Creates, monitors, and maintains AI answers in Gladly
• Updates answers in Gladly in real time
• Works on reporting to show improvement and failures for AI

Operations Specialist, Swatch

• Create, review, edit, track, and manage order-related vendor communication for all special order purchases for designated stores or eCommerce.
• Support the stores and Corporate Customer Care team as a liaison with the vendors to uphold expectations of elevated customer service.
• Collaborate with vendors and internal partners in import, distribution centers, and cross docks to resolve receiving issues for our customers.
• Escalate customer service concerns to the Lead Special Order Coordinator
• Manage swatch inventory in the mailroom and analyze needs for all business demand, by keeping up with out-of-stock lists, managing adjustments for inbound, and resolving inventory discrepancies.
• Manage merchandising relationships with both brands and ensure all needs of the operation side are met.
• Facilitate swatch fulfillment for International Franchises, Design Services, and Stores
• Own and manage meetings and partnerships with swatch vendors.
• Help coordinate seasonal launches with business partners (eCommerce, design trade, merchandising, stores, mailroom.
• Support special order coordinators with PO processing as needed.

What you'll bring to the table...

• Excellent reading and written language skills (English); excellent verbal communication skills, basic arithmetic, interpersonal skills, telephone presence, data entry skills
• Ability to work independently and collaboratively, with flexibility to move between projects in a fast-paced environment
• Ability to use relevant information and individual judgment to determine the proper course of action to resolve issues
• Foster creative problem-solving to maintain a solutions-oriented focus
• Ability to communicate effectively and regularly with leadership and peers on the status of processes and projects
• Ability to manage time in a scheduled work environment
• Ability to facilitate training on standards and processes, as needed

We'd love to hear from you if you have…

• High School Diploma or GED, required
• 3+ years of experience in Customer Service. Retail, Customer Service, or Hospitality industries, preferred

 

Euromarket Designs, Inc., which does business as Crate and Barrel and CB2, will be referred to as “the Company”. The Company is deeply committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact the location you are applying to here and ask to speak with a manager regarding the nature of your request.

The Company is an equal opportunity employer; applicants are considered for all positions without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, gender identity, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

The Company participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US.

State / City Compliance: The Company will consider for employment qualified applicants with criminal history, including arrest and conviction records, in accordance with the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.