Customer Support Specialist - Advanced Support (Remote) - E-commerce Growth and Stability

Join Our Team as a Customer Support Specialist - Advanced Support and Drive E-commerce Growth

Workwarp is seeking an experienced Customer Support Specialist - Advanced Support to join our team remotely. As a key player in our e-commerce business, you will be responsible for managing the incremental growth of our Animal Health e-commerce shopping platform, ensuring system stability and enhancements, and providing top-notch support to our customers and internal stakeholders.

About Us

At Workwarp, we are committed to fostering an inclusive and diverse workplace. We believe that the fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. Our company values respect, empathy, and collaboration, and we encourage our colleagues to challenge one another's thinking and approach problems collectively.

Job Summary

The Customer Support Specialist - Advanced Support is a critical role that requires strong communication, analytical, and problem-solving skills. You will be the primary contact for internal stakeholders related to demand and supply, ensuring seamless communication and mitigation of supply risks. Your expertise will help drive business continuity, and you will play a key role in implementing process improvements and enhancements.

Key Responsibilities

• Communication:
  • Act as primary contact for internal stakeholders related to demand and supply, ensuring effective communication and mitigation of supply risks.
  • Ensure adequate communication to internal and external stakeholders, including IT, Master Data, Customer Service, Marketing, Pricing, and GPO teams.
  • Act as a liaison between Workwarp's Animal Health organizations to address key operational issues.
• Manage E-commerce Website:
  • Oversee e-commerce website, ensuring it functions correctly and products are accurate and purchasable.
  • Audit the website weekly, identifying and resolving issues with business leads.
  • Maintain and upload new product images and information.
• Inventory Management:
  • Monitor inventory levels for direct-only products, identifying inventory risks and conducting root cause analysis.
  • Responsible for forecast and order management, coordinating supply of product and related services.
  • Identify and resolve supply issues aligning to product forecasting and demand.
• Reporting:
  • Responsible for data analysis on customer activity and product demand.
  • Ensure order processing and warehouse SLAs are consistent and orders managed without disruption.
  • Deliver against key e-commerce service targets.
• Process, Quality & Compliance:
  • Manage connectivity and process flow for e-commerce returns, orders, credits, and debits.
  • Provide audit support to ensure compliance required for RX and restricted products.
  • Establish work procedures and processes that support the company's and department's standards, procedures, and strategic directives.
• Organization & Projects:
  • Drive decisions on business continuity while leading projects to drive updates and business process improvements.
  • Lead UAT testing and implementation of process launches, analyzing KPIs related to project launches.

Qualifications

Minimum Education Requirement:

• B.S./B.A. required.

Required Experience and Skills:

• Ability to work effectively with department heads.
• Strong collaboration and communication skills.
• Demonstrated ability to anticipate and solve problems.
• Strong business judgment and decision-making ability.
• Solid analytical skills for independent problem-solving.
• Stakeholder management, teamwork, and collaboration: Adequate skills, applied at various levels including executive leaders and across functional areas.

Preferred Experience and Skills:

• SAP/Atlas; Inventory management, order/return processes applications, customer master set up related to customer online shopping access.
• Ways of Working: Good and developing understanding of WoW mindsets and behaviors, ability to demonstrate some of them regularly.
• Business and Finance acumen: Understand impact of own area's activities within Supply Chain.

Key Competencies

• Communication Proficiency.
• Detailed Oriented.
• Self-driven Committed to Self-Improvement.
• Leadership.
• Organizational Skills.
• Performance Management.
• Problem Solving/Analysis.
• Technical Capacity.

What We Offer

As a Customer Support Specialist - Advanced Support at Workwarp, you will enjoy a competitive salary, bonus eligibility, long-term incentive if applicable, health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and sick days.

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace.

Work Environment and Culture

We offer a remote work arrangement for this position, allowing you to work from the comfort of your own home. Our company values flexibility and work-life balance, and we encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively.

Career Growth Opportunities and Learning Benefits

At Workwarp, we are committed to the growth and development of our employees. We offer opportunities for professional growth, training, and mentorship, and we encourage our colleagues to take ownership of their careers.

How to Apply

If you are a motivated and customer-focused individual with strong analytical and problem-solving skills, we encourage you to apply for this exciting opportunity. Please click the link below to submit your application.

We look forward to hearing from you and discussing how you can become a vital part of our success story.