IC Escalation Specialist

Our Opportunity: 

Chewy is seeking a highly motivated, goal-oriented, dedicated IC Escalation Specialist to join our exciting and fast-paced team in Wilkes-Barre, PA. Our team is growing, and we're looking for an equally passionate team mate about supply chain, e-commerce and career growth, an opportunity at Chewy may be a great match! This person will be someone who enjoys a fast-paced environment and problem solving.  As a Chewtopian , this specialist will get to work side by side with hard-working, passionate, and highly motivated entrepreneurs and will be actively involved in many aspects of building the business and will not be limited by the small-minded bureaucracy typically found in larger companies. We are looking for someone who has the personality, passion, excitement and drive to succeed.

Shift: Mon-Fri, 9:30am-6pm

What you’ll do: 

• Serve as liaison between the warehouse and various business groups to handle exception requests that impact inventory and customer experience 
• Problem solve through a ticketing system for issues such as bin checks, product recalls, defective product, wrong item, expired product, and quantity checks 
• Analyze exceptions that impact the business to reduce the defects going forward 
• Communicate findings from various analyses to leadership team to drive awareness 
• Use the site Warehouse Management System (WMS) to optimize perfect order fulfillment and provide operational insights to improve WMS effectiveness 
• Responsible for achieving all operational goals 
• Ability to develop and share standard methodologies and documented processes across the shifts and network 
• Create a positive team dynamic that encourages all employees in the FC to provide feedback and drive change within the facility, adapt to the ever-changing business, and stay focused on the customer experience 
• Support and assist problem solvers from other departments 

What you'll need:  

• 1-3 years prior experience in a warehouse problem solving position 
• Ability to prioritize competing priorities with tight deadlines 
• Strong quantitative and analytical skills required 
• Excitement for working in a start-up environment with high level of ambiguity and change 
• Metrics driven mindset 
• Customer service obsession, with willingness to do whatever it takes to satisfy customer needs 
• Effective communicator and leader for employees, direct reports, cross-functional teams and executive leadership 
• Proven ability to quickly adapt and drive the right results using data 
• Highest levels of integrity and ethics 
• Must be flexible to work weekends and/or nightshifts 
• Strong working knowledge of Microsoft Word, Excel and PowerPoint 
• Must be able to lift 50-75 pounds with or without reasonable accommodation 
• Ability to work in both a team environment as well as independently, sometimes in ambiguous situations. 
• Able to handle a fast-paced, changing environment workplace 
• Ability to stand/walk up to 12 hours per day 

We offer the following benefits for our Team Members:

• 20% Chewy.com Discount
• Medical, Dental, Vision, FSA and HSA (eligibility on the 1st of the month following date of hire)
• Life and Disability Insurance
• 401(k) with company matching
• Wellness benefits through Wellbeing @Chewy
• Employee Assistance Program (EAP)
• Paid Time Off: Team Members are eligible to accrue up to 80 hours of PTO their first year
• Subsidized child, adult, and pet backup care through Care.com
• Discounts on many items through the LifeMart Discount platform
• The option to sign up for Payactiv’s Earned Wage Access program and access a portion of the money you’ve already earned, before your regular payday!
• Opportunity for wage increases starting after 3-months of service
• Referral Bonuses - $500 per referral

If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com.

If you have a question regarding your application, please contact HR@chewy.com.

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

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