Associate, Supplier Support

As a Flex associate, you will play a crucial role in establishing a center of excellence for inbound/outbound management, connect the dots between workflow opportunities, and safeguard our partner and customer experiences for cost efficient, perfect operations at scale. The role requires a dynamic individual who is ready to adapt, learn, and contribute to the success of Wayfair's global operations.

Your primary responsibility will be to ensure seamless operational support during peak times, special projects, and high-volume events (HVEs), while maintaining a high standard of customer and supplier service. You will act as a bridge across GPS (Global Partner Support) to optimize workflows and reduce backlogs, all while contributing to Wayfair's mission of delivering exceptional customer experiences.

What you’ll do:

• Provide operational support across departments and workflows including pre-order, order-to-delivery, and post-delivery processes. You will be trained on multiple processes and will flex between them based on business needs, time-zone coverage, and language requirements
• Act as the first point of contact for suppliers and customers, ensuring inquiries are handled promptly and professionally
• Proactively identify inefficiencies in internal processes and improvements to enhance operational efficiency, effectiveness, and supplier experience
• Maintain a high level of readiness by participating in regular refresher training, workshops, and shadowing sessions. You will also review workflow updates, share learnings with the global flex team, and ensure compliance with evolving SOPs and policies
• Work closely with various stakeholders, including internal teams, suppliers, and customers, to ensure smooth operations
• Monitor your own performance through regular QC (Quality Control) and SSAT (Supplier Satisfaction) reviews. Address gaps in execution by reviewing SOPs, requesting additional training, and working with your line manager
• Be prepared to take on additional tasks as needed, such as supporting high-volume events, backlog resolution, and language-specific support

Skills & Experience

• Ability to quickly adapt to changing priorities, workflows, and business needs on a day-to-day or hour-to-hour basis
• Excellent interpersonal and communication skills, with the ability to effectively interact with suppliers, customers, and colleagues across different geographies. Proficiency in English is required, and additional language skills (e.g., Mandarin, German) are a plus
• Capable of managing multiple tasks efficiently while maintaining attention to detail. You should be able to prioritize tasks effectively and work autonomously when needed
• A collaborative mindset with the ability to seamlessly integrate into various teams and work well in a fast-paced, dynamic environment
• A self-starter who takes initiative in their workload, seeks out opportunities for improvement, and is committed to delivering high-quality results
• Dependable and punctual, with a strong commitment to meeting deadlines and adhering to scheduled shifts or assignments
• Strong problem-solving skills with the ability to analyze data, identify root causes, and implement effective solutions. Experience with Excel and G Suite is preferred
• Prior experience in operational environments, particularly in roles that involve working with external partners (e.g., suppliers, vendors, carriers), is highly desirable