Associate, International Supply Chain

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Associate, International Supply Chain

The North America Sales & Service Desk is a new team within the International Supply Chain (ISC) organization that will be responsible for enabling cross-functional partners to bring more suppliers onto Wayfair’s fast-growing freight forwarding services. Collectively known as CastleGate Logistics, these services include our Port-to-Door ocean freight service, our Asia Logistics origin cross-docking operation, and Port-to-Door as a Service, our ocean freight service to suppliers’ own facilities. The NA Sales & Service Desk team will be responsible for enabling the selling of these services to suppliers and also for establishing a centralized support desk to ensure that supplier questions are addressed and their operational issues escalated.

The role:

This is a unique opportunity to join a new team and play an instrumental role in building it to suit the needs of CastleGate’s rapidly growing freight forwarding capabilities. ISC does not currently have a centralized supplier support function, meaning questions are fielded disparately and suppliers are having an inconsistent experience with us. This role will be a key part in building out the centralized service team. It will require fielding some supplier requests directly or indirectly from the Partner Operations team. It will also require working with “back-office” operations teams in ISC to establish resources (e.g. FAQ pages) so that some supplier questions can be answered and resolved without having to escalate to operational experts. Given the evolution and growth of the NA Sales & Service team, the responsibilities of this position will likely change over time and offer career growth opportunities.

What you’ll do:

  • Support joint ISC & Operations Excellence project to develop a front-line service team in Partner Excellence that can eventually take on ISC supplier questions directly
  • Work cross-functionally with other ISC teams to develop clear SOPs to address frequent supplier questions or areas of concern (e.g. delayed bookings, inventory reconciliation, billing issues, tech issues) and to establish clear escalation pathways for supplier questions requiring specialist support beyond the capabilities of frontline agents
  • Support project to implement, configure, and refine a ticketing system to gain comprehensive visibility into inbound supplier questions, escalation pathways, resolution quality, and handle time
  • Take ownership of non-specialist supplier questions from operations team members who are currently fielding them
  • Coordinate between ISC teams when a supplier concern has no clear solution and multiple teams will need to work together to find one

What you'll need:

  • Bachelor’s degree and 3+ years of experience in operations management, logistics, supply chain, consulting, or other fast-paced and entrepreneurial environment
  • Demonstrated record of taking ownership and responsibility for driving successful results
  • Ability to execute a clear work plan, partner on roadblock resolution, and to investigate and solve ambiguous problems
  • Experience working with multiple cross-functional stakeholders with competing priorities
  • Ability to manage multiple projects at once and prioritize ruthlessly
  • Experience working with, analyzing, synthesizing, and presenting data with clarity
  • Experience working in a B2B or B2C sales and/or service environment a plus
  • Excellent written and verbal communication skills

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.