Decision Center Specialist

About the Team

The Operations team manages our worldwide distribution network and is responsible for authenticating our sneakers, fulfilling orders and ensuring on-time delivery to buyers. Through our technological innovation and logistical efficiency, you will join a team that prides itself on being the most trusted marketplace in the industry while shipping and processing tens of millions of products for our global buyers and sellers.

Role Overview

The Decision Center Specialist on our Decision Center team is an expert in resolving exceptions across a variety of fulfillment functions in our dynamic and busy warehouse environment. Relying on our Company’s process standards and expectations, you will be a diligent and thoughtful problem solver who is the internal champion for our customers. Decision Center Specialists will focus on reducing the financial impact to operations and the company by accurately assessing each problem order. Additionally, our Decision Center Specialist is capable of conducting root-cause analysis on defective orders in the warehouse and communicating these insights to Operations Leadership for training opportunities. 

In this role, you will:

• Verify transaction details, including SKU, size, condition and packaging
• Have a sound knowledge of our technical process map for all fulfillment, inventory control, and verification processes. Making a connection between physical tasks and actions triggered on the backend
• Identify the root cause of defects that can occur in our operational process flow, whether its a user error, process flaw, or systemic bug
• Inspect and troubleshoot exception orders that arise during the fulfillment process
• Manage returns and cancellations in accordance with company standards and policies
• Recommend training improvements to managers to enhance process accuracy
• Ensure the timely completion of all related tasks
• Own a high level of audits to ensure process accuracy and data integrity, with a focus on customer success
• Participate in regular team meetings to inform updates on exception activity and training opportunities
• Be a final decision maker on exception orders 

We are looking for: 

• 1+ years of experience in dealing directly with specialized fulfillment problem solving, order management, or customer service in a warehouse environment
• Bachelors Degree preferred but not required
• Excellent communication skills, both written and verbal. 
• Strong organization and time management skills with demonstrated attention to detail and a focus on accuracy
• A quick learner and self-starter, capable of working independently and handling increasing levels of responsibility
• Experience working with a WMS for reporting, order investigation, and troubleshooting
• Technically proficient in Google Suite, Slack

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Job Duties as documented in this job description are considered “Essential Functions” and have been created by the standards of the Equal Employment Opportunity Commission (EEOC). The standards of the Americans with Disabilities Act (1990) require that employees be able to perform “Essential Functions” of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the “Essential Functions”.

GOAT Group represents the leading platforms for authentic sneakers, apparel and accessories. Operating four distinct brands–GOAT, Flight Club, Grailed and alias–GOAT Group has a global community of more than 60 million members across 170 countries.

GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become one of the leading and most trusted sneaker platforms in the world, and has expanded to offer apparel and accessories from select emerging, contemporary and iconic brands. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 60 million members across 170 countries.

Established in New York City over 15 years ago, Flight Club revolutionized sneaker retail as the original consignment store for rare shoes. Carrying the rarest exclusives and collectible sneakers, Flight Club has evolved from a one-stop sneaker destination, to a cultural hub for sneaker enthusiasts and novices alike. With three brick-and-mortar locations in New York City, Los Angeles and Miami, Flight Club remains the premier source for authentic, rare sneakers.

Founded in 2013, Grailed is the leading community-driven marketplace for rare luxury, streetwear and vintage fashion. The marketplace was built for enthusiasts, by enthusiasts, and features products from brands including Supreme, Raf Simons, Gucci, Saint Laurent, Balenciaga, Prada and more. With a highly curated selection of resale pieces including inventory exclusive to the platform, Grailed makes fashion accessible.

The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including Park West Asset Management, T. Rowe Price Associates, Inc., Franklin Templeton, Adage Capital Management, Ulysses Management, D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.

GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable. By applying, you authorize GOAT Group to send you text messages regarding your job application, interview and/or onboarding process, and other job opportunities at GOAT Group. If you are a California resident, please review our California Privacy Rights Notice for Job Applicants. If you are an EU or UK resident, please review our EU / UK Candidate & Employee Privacy Notice.