Order Management Support Specialist - Remote

The Opportunity:

TrueCar seeks a relentless, detail-oriented, organized Order Management Support Specialist to join our Operations team. Reporting to the Manager, Partner Resolution Support & Order Management, the Order Management Support Specialist will be responsible for efficiently owning and managing the end-to-end lifecycle of assigned orders, interfacing with/supporting consumers, dealers, and third-party vendors, and ensuring accuracy and attention to detail while providing best-in-class customer service. In this role, you will play a key role in the success of our omnichannel digital retailing experience, collaborating with various departments and third-party vendors to streamline operations and enhance the customer experience.

This role is an hourly position with working shifts scheduled between 9:00 am and 10:00 pm CST, seven days a week.  This role requires availability for these hours with occasional overtime requirements.  Note: We reserve the right to adjust hours to support business needs. 

How you will contribute to TrueCar’s success:

• Receive and process all customer transactions accurately and promptly, ensuring action within specified SLAs.
• Inspect and verify order details, pricing, and customer/dealer information to ensure accuracy.
• Being mindful of the consumer and dealer experience, and documenting experience and feedback that indicates a gap in process or perception.
• Collaborate with all applicable internal and third-party teams to ensure swift problem resolution.
• Proactively communicate via phone and email with consumers, dealers, and third-party vendors regarding order status, changes, or issues, and manage expectations to ensure satisfaction.
• Provide exceptional customer service by addressing inquiries and resolving order-related issues.
• Actively participate in outbound call campaigns as needed to push orders through the order pipeline.
• Accurately and securely handle consumer personally identifiable information (PII), as needed.
• Maintain accurate records of orders, shipments, and customer and dealer interactions
• Generate reports to track order status, escalations, and performance metrics.
• Identify opportunities for process improvement and implement changes to enhance efficiency.
• Track and/or update training and FAQ materials with new or edited process information, ensuring team training documents are exhaustive and always current.
• Collaborate with cross-functional teams to optimize order management workflows.
• Participate/support Order Management team reporting by collecting data, assisting in the creation of graphs and charts, and providing basic commentary as needed.
• Consistently produce work that meets and or exceeds the team’s quality and KPI requirements.

Your Expertise:

• Demonstrable success in customer service, including handling of client requests and conflict resolution.
• Proven experience in consumer support, ecommerce, order management, or a similar fulfillment-related role.
• Exceptional organizational skills with the ability to prioritize tasks and adapt to changes while working in a fast-paced environment.
• Excellent verbal and written communication skills with the ability to listen for understanding and collaborate with others at various levels.
• Spirit of excellence regarding work product with a commitment to accuracy.
• An analytical and creative approach to problem-solving and a desire for continuous process improvement.
• Proficiency in Microsoft Office Suite, Salesforce, and order management systems is preferred.
• Ability to effectively work with multiple systems and tools at the same time while speaking with a consumer or dealer.
• Ability to handle multiple tasks and competing priorities.
• Ability to learn in a remote setting.

Hourly Pay Rate: $22.50 - $24.50