What are the responsibilities and job description for the Customer Operations Specialist position at Toast?
Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.
Customer Operations Specialists are driven with the purpose to resolve issues and act as hardware and order fulfillment experts to help the CS and HW Cx Ops team work harmoniously. This team works as one to answer incoming questions from multiple channels including Slack, Salesforce chatter and email. You will need to be hungry for learning everything, hardware, order process and order fulfillment to provide CS with the comfort of mind.
About this roll*
- Work cross-functionally between customer success teams and sales territory account executives to deliver successful outcomes
- Project management: Assist with priority order list and daily order shipping queues
- Responsible for problem solving missed and partial deliveries to end customer
- Work in SFDC and manage approval queues
- Creating, updating and monitoring various channels related to dispute resolution
- Identifies inventory levels within ERP/WMS system and quotes accurate lead times to reps, shipping managers and CC teams as necessary
- Manage and resolve escalated client situations in a timely manner
- Assist in managing day-to-day operations necessary to resolve on time delivery issues
- Other duties as assigned
Do you have the right ingredients*?
- Strong communication and analytical skills with a laser focus on attention to detail
- Proficient and daily work in NetSuite and SFDC to manage order resolutions
- Ability to multitask and work under tight time constraints
- Toast product knowledge
- Proficient in shipping carriers/processes and all levels of shipping services
Special sauce
- Understanding of RMA process inbound and outbound
- Excel / Google Sheets / Forms
Our Spread of Total Rewards
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
- Bread puns encouraged but not required
We are Toasters
Diversity, Equity, and Inclusion is Baked into our Recipe for Success.
At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.
The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.
Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.
Bready* to make a change? Apply today!
As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.