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Customer Order Management Analyst (8618192)

As the Customer Service Fulfillment Coordinator, you’ll be assisting the Customer Service Specialist team with day-to-day operations while focusing on resolving shipping and logistics challenges.

 

Here at Oculus, we move very fast. In this challenging role, you’ll be surrounded by a passionate team of individuals that are dedicated to the common goal of connecting the world through virtual reality.

 

Long-term Vision:

  • Assist the Customer Service Fulfillment Specialist in designing an effective, long-term support strategy that will deliver a top-tier customer experience.
  • Collaborate with Logistics and Support team in managing relationships with the distribution centers to uphold the standards of Oculus Customer Support.

 

Daily tasks would include:

  • Working closely with the Fulfillment Specialist to triage customer escalations regarding order processing issues, shipping and returns management from all available support channels via existing tools.
  • Use tools to track inventory, manage shipments, allocate replacement items, file insurance claims, etc.
  • Using strong communication and logical problem solving skills to improve Oculus’ support experiences and troubleshoot hardware and software issues.
  • Communicating between customers and our warehouses to answer inquiries, provide updates/resolutions, and assist the Customer Service Fulfillment Specialist.
  • Leveraging all available tools to: query and interpret raw data, analyze trends, organize batches of information, and create reports.
  • Monitoring critical activities and updates from the distribution and fulfillment centers to relay time sensitive information and communicate it to various departments, as needed.
  • Analyzing distribution and fulfillment center data to ensure its integrity and alert the Customer Support and Logistics teams of errors or discrepancies that could disrupt operations or impact customer experience.
  • 2+ years of customer service experience - required. The ideal candidate will be able to de-escalate emotional situations quickly and effectively while maintaining a high level of customer satisfaction.
  • Ability to thrive in a fast-paced start-up environment - required.
  • Experience in Logistics and/or fulfillment operations - required.
  • Strong communication skills, both verbal and written - required.
  • Excellent organizational skills and ability to manage multiple ongoing projects - required.
  • 2+ years of proficient experience in Excel (organizing, formatting, and calculating data with various formulas) and data reporting
  • 2+ years of experience with multiple ERP systems (Oracle, SAP, Salesforce, etc.) - required.
  • Knowledge of the gaming and/or consumer electronics industries - plus.
  • Experience in computer software, hardware, or game development - plus.

Bachelors Degree or relevant work experience  

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