Responsibilities:

Effectively source replacements/subs for broken orders in order to prevent cancellations & penalties from the marketplace.
Communicate with the respective marketplaces & sellers throughout the process via Intercom
Accurately document all steps of the processes in Monday.com
Accurately document sales in SkyBox in order to track profitability that the Replacements/Subs team was responsible for acquiring & selling
Communicate with the marketplaces to provide proof in defense of the seller if applicable.
Communicate with the customer/seller proactively in case any additional information is needed and the customer/seller is aware of the situation (if necessary)
Collaborate with team members and/or other departments to determine the best solution for issue at hand
Sourcing suitable substitute tickets within subs/replacements team’s parameters
Perform the necessary steps of fulfillment of the order in a timely manner

Requirements:

Excellent problem-solving skills
Able to perform detailed investigations of claims & determine outcomes using multitude of facts
Excellent communication skills - must maintain professional and respectful demeanor throughout all interactions with marketplaces as well as customers
Ability to multi-task and be flexible to accommodate the needs of the team
Excellent team player
Strong work ethic
Thrives in a fast paced environment
High level of organizational skills and attention to detail
Good follow through and troubleshooting skills
Able to work collaboratively with a team and independently with little to no supervision
Comfortable with multiple systems including: Google Docs, Drive, Sheets, Excel, Jira, Email, and various other dashboard and KPI tracking systems (Monday.com) and customer support ticketing systems (Intercom)