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Large Parcel Customer Support Manager

Company: Wayfair
Location: Bryan
Posted on: May 3, 2021

Job Description:

Large Parcel Support Manager - Bryan, TX

At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time the customer orders with Wayfair through delivery to their home, our team works to make it easier than ever to shop for the home. The Large Parcel Support Team works to support our Final Mile delivery network and drive alignment between the teams and phases of the large parcel life cycle with a goal of bringing speedy resolution to our customers requests and necessary information to our business partners. 

In the event a customer should contact our support team via phone, email, chat, social media, or in other ways, we empower our Large Parcel Support Team to resolve the issue. We are passionate about both our internal and external customers and work to delight them on every interaction with Wayfair.

What You'll Do

  • You will manage a team of ten to fifteen consultants, supervising consultants answering calls and emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, back order inquiries and any other issues that may arise in the order fulfillment process.
  • You will conduct weekly, biweekly and monthly one-on-ones with direct reports and side-by-side observations and quality assurance (call monitoring) reviews. 
  • You will participate in team management meetings providing updates on your teams metrics, changes and actions.
  • Make recommendations and/or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process
  • Take and support supervisor calls and provide resolution to the issue at hand and tracking/trending data on the root cause of the escalation
  • Work closely with Human Resources and Senior Leadership to address and resolve employee issues
  • You will create a great place to work for every team member and partner by demonstrating core values and team culture every day.
  • You will network with cross functional leadership to increase visibility and awareness of common goals.
  • You will communicate goals, actions, wins and opportunities to key stakeholders as well as provide professional and appropriate communications on progress of projects.
  • Analyze trends based on historical data to close performance gaps
  • Provide back-up support by taking calls during staffing shortages, high volume activity or as needed.
  • Perform other job-related duties as assigned by the Company and/or your director or manager.

What You'll Need

  • A Bachelor's Degree or equivalent work experience
  • Ability to work effectively with leadership teams and cross functional leadership; encourage open communication, provide feedback.
  • Ability to review metrics and drive results through focused coaching and engagement.
  • Possess effective written and verbal communication skill and a demonstrated ability to lead focused meetings, develop agendas with supporting data and analytics
  • Ability to scope problems and identify appropriate data and analysis needed to solve.
  • Drive key initiatives and demonstrate acumen through business results. 
  • Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment


About Wayfair Inc.

Wayfair is one of the worlds 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, were 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 youre looking for rapid growth, constant learning, and dynamic challenges, then youll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. Were 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. Thats why were 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.

Keywords: Wayfair, Bryan , Large Parcel Customer Support Manager, Other , Bryan, Texas

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