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Specialist, Customer Success Support - REMOTE

Belnick, Llc
Full-time
Remote
United States
Support
Are you the next Ubique Employee? Come be a part of our dynamic team!

 

Ubique Group is a digital forward, consumer-driven powerhouse featuring an expansive portfolio of furniture brands. With over 20 years of building multiple brands from inception to success, Ubique Group offers a wide assortment of furniture solutions and furnishings that represent a perfect balance of form, function and style. At Ubique Group our fingers aren't just on the pulse of the marketplace, we anticipate it, transforming the typical point-and-click shopping experience into an inspired, rewarding consumer journey. 

  

Ubique Group is more than a company; we are a community of passionate, hard-working, and supportive people who believe in our business and each other. We champion the individual capabilities of our employees and the collective power of the team, and extend that commitment to our surrounding families and communities. 


Our goal is to meet the best service standards as we work to deliver the highest level of customer satisfaction! 


Job Summary:  

The Specialist, Customer Success Support plays a critical role in ensuring the seamless processing and fulfillment of customer orders within the retail trade sector. This position is responsible for managing the entire order lifecycle, from order entry and verification to coordination with logistics and customer service teams to guarantee timely delivery. This role requires close collaboration with internal departments and external partners to resolve any order discrepancies or issues, thereby maintaining high customer satisfaction levels. The Specialist will also analyze order data to identify trends and recommend process improvements that enhance operational efficiency. Ultimately, this position ensures that customer expectations are met or exceeded through accurate, efficient, and proactive order management practices.

Minimum Qualifications:

  • High school diploma or equivalent; Associate’s or Bachelor’s degree preferred.
  • Minimum of 2 years’ experience in order management, customer service, or a related field within retail or supply chain environments.
  • Proficiency with order management systems and Microsoft Office Suite, especially Excel.
  • Strong organizational skills with the ability to manage multiple priorities and deadlines.
  • Excellent communication skills, both written and verbal.

Preferred Qualifications:

  • Experience working in retail trade or e-commerce order fulfillment.
  • Familiarity with ERP systems such as SAP, Oracle, or similar platforms.
  • Knowledge of inventory management and logistics processes.
  • Demonstrated ability to analyze data and generate actionable insights.
  • Experience working in a remote or distributed team environment.

Responsibilities:

  • Process and verify customer orders accurately and efficiently using order management systems.
  • Coordinate with warehouse, logistics, and customer service teams to ensure timely order fulfillment and delivery.
  • Monitor order status and proactively communicate with customers and internal stakeholders regarding any delays or issues.
  • Investigate and resolve order discrepancies, returns, and cancellations in a timely manner.
  • Maintain detailed records of orders and transactions to support reporting and audit requirements.
  • Collaborate with cross-functional teams to identify and implement process improvements in order management workflows.
  • Provide support for special order requests and manage exceptions as needed.
  • Maintain a professional presence in all virtual meetings, including keeping the camera on unless otherwise approved.
  • Consistently meet daily performance targets. (Performance metrics step up progressively at 15, 20, and 45 days)
    • 30+ orders entered per day
    • 50+ cases closed per day
    • Sub 3% order entry error rate
    • CSAT (customer review) score of 3.0 or higher

Skills:

The Specialist will utilize strong organizational and communication skills daily to manage and track orders accurately, ensuring all stakeholders are informed of order statuses and any issues. Proficiency in order management and ERP systems enables efficient processing and resolution of order discrepancies. Analytical skills are applied to review order data, identify trends, and recommend improvements that enhance operational workflows. Collaboration skills are essential for working effectively with cross-functional teams such as logistics, warehouse, and customer service to meet customer expectations. Additionally, adaptability and problem-solving skills are critical in managing exceptions and special-order requests in a dynamic retail environment.

Physical Requirements:  

  • Prolonged periods of sitting and working on a computer
  • Must be able to lift 15 pounds at a time

 Benefits:

  • Position is fully remote

We offer a competitive benefit package that includes:

  • Major medical, dental, and vision benefits available day one no waiting period
  • Company-paid life insurance and employee assistance program for all employees
  • 401K with company match
  • Employee discount on Ubique Group products
  • Free office chair and desk for remote employees
  • Employee-led organization Ubique Cares engages in monthly and quarterly employee engagement activities packed with fun and giveaways!

Ubique offers 9 paid holidays plus 1 floating holiday per year and up to 13 Accrued PTO days per year 

D/V/F/M EOE 

Apply now