Order Exception Specialist
Arhaus


Job Info


To assist with improving our customer’s delivery experience, the Order Exception Specialist will be responsible for handling the cases assigned by the Concierge Market Representative (CMR), to assist with resolving point of delivery issue(s) found during delivery. The Order Exception Specialist must possess multi-tasking abilities with great attention to detail. Through a cross-functional role, the Order Exception Specialist must possess the proper skill set to perform inventory and accounting functions daily, to aid in the being of assistance to the Concierge Market Representative and assist with resolving their existing delivery exception.

Essential Duties and Responsibilities:

  • Exception Queue
  • Review information of the point of delivery exception provided by the CMR
  • Take ownership of the case
  • Notate action(s) taken is the audit comment log of the order
  • Inventory & Accounting related functions
  • Remove the order from the delivery manifest
  • Invoice delivered items
  • Enter exchange for stock items
  • Adjust the product price(s) accordingly
  • Issue an RA for items needing to be returned
  • Setup replacement items for shipping
  • Remove delivery fee, if needed
  • Delivery related functions
  • Schedule order for next available truck
  • Reporting
  • Accurately documenting exceptions handled each day
  • Update audit comment log of effected orders
  • Provide monthly exceptions report by market
  • Other duties may be determined by management to perform the necessary functions of the position on an as-needed basis


  • Competencies:
    • Adapts to change quickly and easily and performs effectively during times of change; demonstrates the ability to multi-task and manages completing priorities effectively
    • Builds respectful and effective working relationships; collaborates with others to achieve common goals
    • Strives to meet or exceed the expectations of internal and external customer standards
    • Demonstrates initiative by acting as a self-starter; takes on increased responsibility to enhance one’s contribution
    • Displays a high degree of integrity, honesty and takes responsibility for one’s own actions; shows consistency between words and actions
    Education, Experience and Other Qualifications:
    • Education: High school diploma; College degree preferred
    • Years of experience: Some customer service and call center experience preferred
    • Valid Driver’s license preferred
    • Computer proficiency: Working knowledge of computer programs (required), WMS, Salesforce preferred
    • Understanding of general work practices in warehousing and distribution, including order processing, picking, inventory processes and shipping processes and procedures.
    • Dedicated to business and allow flexibility with work hours if necessary
    Essential Functions of the Position:
    • Performing tasks using a computer and telephone daily
    • Repetitive processing steps.
    • Maintain confidentiality of customer’s information.
    • Always willing to adapt to change and keep an open mind to training
    • Consistent regular scheduled attendance is considered an essential function of this job.
    FLSA Status:
    • Non-Exempt
    The associate in this role must perform the above essential duties and responsibilities with or without reasonable accommodation. The incumbent may be asked to perform other duties and this description is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.



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