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Operations Support Associate

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Wayfair

1mo ago

  • Job
    Full-time
    Entry, Junior, Mid & Senior Level
  • Customer Relations
    Logistics
  • Galway

AI generated summary

  • You need experience in high-volume customer support, adaptability, strong problem-solving and communication skills, team collaboration, multitasking, and proficiency in Google/Microsoft Suite.
  • You will provide operational support, handle inquiries, identify process inefficiencies, participate in training, collaborate with stakeholders, monitor performance, and take on additional tasks as needed.

Requirements

  • Demonstrated experience successfully operating within a high-volume customer support function; particularly in roles involving external partners (e.g., suppliers, vendors, carriers), is highly desirable.
  • Agility to adapt to changing priorities, processes, and technologies, maintaining efficiency and effectiveness in an evolving business landscape.
  • English language fluency both verbal and written; Mandarin, German, or Polish are a plus.
  • Strong problem-solving skills, with the ability to investigate and identify the root cause of a problem and clearly translate to the relevant parties enabling a quick solution.
  • Excellent communication skills, with the ability to effectively interact with suppliers, customers, and colleagues across different geographies.
  • Proven ability to collaborate effectively with cross-functional teams to solve issues, improve processes, and drive operational efficiency.
  • Ability to manage multiple tasks simultaneously, with the agility to effectively prioritise and meet tight deadlines consistently.
  • Aptitude in Google or Microsoft Suite; Display the agility to learn and adapt to new technologies and systems.

Responsibilities

  • Provide operational support across departments and workflows including pre-order, order-to-delivery, and post-delivery processes. You will be trained on multiple processes and will flex between them based on business needs, time-zone coverage, and language requirements
  • Act as the first point of contact for suppliers and customers, ensuring inquiries are handled promptly and professionally
  • Proactively identify inefficiencies in internal processes and improvements to enhance operational efficiency, effectiveness, and supplier experience
  • Maintain a high level of readiness by participating in regular refresher training, workshops, and shadowing sessions. You will also review workflow updates, share learnings with the global flex team, and ensure compliance with evolving SOPs and policies
  • Work closely with various stakeholders, including internal teams, suppliers, and customers, to ensure smooth operations
  • Monitor your own performance through regular QC (Quality Control) and SSAT (Supplier Satisfaction) reviews. Address gaps in execution by reviewing SOPs, requesting additional training, and working with your line manager
  • Be prepared to take on additional tasks as needed, such as supporting high-volume events, backlog resolution, and language-specific support

FAQs

What is the location for the Operations Support Associate position?

The position is office-based in Galway.

What are the working hours for this role?

The working hours are 38.75 hours per week, Monday to Friday.

What will be the primary responsibilities of the Operations Support Associate?

The primary responsibilities include providing operational support across various workflows, acting as the first point of contact for suppliers and customers, identifying inefficiencies, participating in training, and collaborating with stakeholders to ensure smooth operations.

Is this role focused on customer service?

Yes, the role involves exceptional customer and supplier service, making it crucial to handle inquiries promptly and professionally.

What qualities are desired in a candidate for this position?

Desired qualities include strong problem-solving skills, excellent communication, agility to adapt to changes, ability to manage multiple tasks, and proficiency in Google or Microsoft Suite.

Are multilingual skills a requirement for this role?

English fluency is required, and additional languages such as Mandarin, German, or Polish are considered a plus.

How does the Operations Support Associate collaborate with other teams?

The associate will work closely with various stakeholders, including internal teams, suppliers, and customers, to enhance operational efficiency and ensure smooth workflows.

Is there potential for career growth in this position?

Yes, Wayfair promotes rapid growth and constant learning, providing dynamic challenges and opportunities for career advancement.

What kind of training will be provided for this role?

Training includes regular refresher sessions, workshops, shadowing, and compliance with evolving SOPs and policies.

Does Wayfair promote diversity and inclusivity in the workplace?

Yes, Wayfair values diverse perspectives and celebrates differences, making it a community where every voice matters and is committed to being an equal opportunity employer.

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Wayfair

Retail & Consumer Goods
Industry
10,001+
Employees
2002
Founded Year

Mission & Purpose

Wayfair is the destination for all things home: helping everyone, anywhere create their feeling of home. From expert customer service to the development of tools that make the shopping process easier, to carry one of the widest and deepest selections of items for every space, style, and budget, Wayfair gives everyone the power to create spaces that are just right for them.

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