Merchandising Operations Specialist
Terms of Employment
- W2 Contract, 6 months
- This position is hybrid - two days in the office (Thursday is the fixed day and the other day is flexible but prefer it to be Wednesday)
- The office is located in Bellevue, WA.
- Local candidates preferred.
Overview
Our client is seeking a Merchandising Operations Specialist to join their Vendor Operations Excellence Team and become a crucial communicator using their ticketing portal system. You will be responsible for routing tickets to the appropriate teams, including Supply Chain, Accounting, Marketing, etc., ensuring responses within 2 days. Take true ownership of SLAs, resolving some tickets independently while rerouting others to specialized teams within the organization. As a key problem solver, you may tackle issues outside standardized operations, determining the involvement of various teams. Prioritize vendor satisfaction and manage processes efficiently using tools such as Oracle, Jira, CRMs, and standardized workflows. Take the lead in updating SOPs for system changes, always seeking process improvements.
Responsibilities
- With a vendor-first mindset, manage and answer direct vendor requests through Chewy CRM under Service Level Agreements (SLA) and KPIs related to speed and quality
- Process setup of new vendors and new promotions through validation of data, conversion to standards, and integration into various systems.
- Draft and maintain the Standard Operating Procedures (SOP) for internal processes.
- Communicate effectively with internal and external stakeholders and proactively drive resolutions to issues and escalations.
- Monitor KPIs and queue status through existing Tableau reporting dashboard, Excel, and other data tools.
- Participate in process improvement projects (test documentation/execution, issue identification, etc.).
Estimated Salary: $20 to $28 per hour based on qualifications.
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