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 if you're equally passionate 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 you will get to work side by side with smart, 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, 6:30pm-3am

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  

• Utilize 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 best practices 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

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

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