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Shipping Escalations Associate


Poshmark


Location

Chennai | India


Job description

Confidence can sometimes hold us back from applying for a job. Here's a secret: there's no such thing as a 'perfect' candidate. Poshmark is looking for exceptional people who want to make a positive impact through their work and help create an organization where everyone can thrive. So whatever background you bring with you, please apply if this role would make you excited to come to work every day.

As a Marketplace Operations Associate - Shipping Escalations, you will play an important role resolving friction within the marketplace while focusing on escalated customer issues that require judgment and the ability to take multiple considerations into account when making a decision. Through your work, you will ensure that buyers and sellers have a great experience and that our marketplace is efficient. This is an entry-level position.

  • Candidates must be able to work a Sunday-Thursday schedule.

The ideal Marketplace Operations Associate - Shipping Escalations…

  • has the ability to spot inconsistencies and investigative nature
  • exercises strong decision making and problem-solving skills
  • showcases endless patience and contagious positive energy

Responsibilities

  • Resolving the most complex and high-friction order-related issues for our community, including shipping issues, problems with high-value items, and other edge cases
  • Balancing customer satisfaction as the primary consideration, with secondary considerations of process efficiencies and margins
  • Evaluating lost package claims due to user mistakes, shipping carrier error, and/or insurance fraud
  • Submitting shipping carrier package insurance forms and tracking respective incoming payments
  • Evolving processes and internal policies to more quickly resolve transactions
  • Working cross-functionally to identify, prevent and fight fraudulent behaviors

6-Month Accomplishments

  • Familiar with Poshmark policies, processes, and procedures
  • Build knowledge of US Postal Service
  • Familiar with all Poshmark internal tools
  • Close at least 70 cases a day
  • Understand most types of Escalations case handling with minor assistance

12+ Month Accomplishments:

  • Complete and exceed all 6-month responsibilities
  • Independently handle general support cases with ease
  • Take on additional responsibilities in order to support operations
  • Ability to provide input to improve and streamline processes

Requirements

  • Bachelor's degree
  • At least one year of customer service experience preferred
  • Great attention to detail and highly organized
  • Analytical and business-oriented mindset
  • Passionate about community and customer service
  • Strong work ethic
  • Excellent verbal and written communication skills
  • Endless patience and contagious positive energy
  • Collaborative personality

About Us

Poshmark is a leading social marketplace for new and secondhand style for women, men, kids, pets, home, and more. By combining the human connection of physical shopping with the scale, ease, and selection benefits of e-commerce, Poshmark makes buying and selling simple, social, and sustainable. Its community of more than 80 million registered users across the U.S. and Canada, is driving the future of commerce while promoting more sustainable consumption. For more information, please visit and for company news and announcements, please visit investors.poshmark.com. You can also find Poshmark on Instagram, Facebook, Twitter, Pinterest, and YouTube.

Why Poshmark

At Poshmark, we're constantly challenging the status quo and are looking for innovative and passionate people to help shape the future of Poshmark. We're disrupting the industry by combining social connections with e-commerce through data-driven solutions and the latest technology to optimize our platform. We're nothing without our amazing team who deliver an unparalleled social shopping experience to the millions of people we connect each day.

We built Poshmark around four core values: 1) focus on people to create empowered communities that drive success; 2) together we grow to support each other to strive for our dreams; 3) lead with love to foster genuine connections built upon a foundation of respect; and 4) embrace your weirdness to accept and empower one another on their own unique journey. We're invested in our team and community, working together to build an entirely new way to shop. That way, when we win, we all win together. Come help us build the most connected shopping experience ever. We will set you up with comprehensive global and in-country benefits to support you and your family needs.

Poshmark is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

View Poshmark's Job Applicant Privacy Policy here.


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