Exceptions Specialist

RealReal
United States
Workplace: OnsiteFull timeUSD 18 - 18 hourlyFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Communication","Critical thinking","Attention to detail","Problem-solving"]

Serve as a liaison between the warehouse and customer service by managing order exception workflows, including SLA issues, customer and consignor returns, aging reports, packsize/autobagger problems, un-batchable orders, and Zendesk tickets. Investigate inventory and inventory-related discrepancies (count on hand, damages/repairs, buyouts, RTS, donations, and mis-ship cases), support pickers with order issues, and keep leadership and customer care updated as needed.

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FursaFursa
RealReal
RealReal
20 hours ago

Exceptions Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Serve as a liaison between the warehouse and customer service by managing order exception workflows, including SLA issues, customer and consignor returns, aging reports, packsize/autobagger problems, un-batchable orders, and Zendesk tickets. Investigate inventory and inventory-related discrepancies (count on hand, damages/repairs, buyouts, RTS, donations, and mis-ship cases), support pickers with order issues, and keep leadership and customer care updated as needed.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Manage order SLA exceptions, customer returns, consignor return issues, aging RTC investigations, and packsize/autobagger order problems.
  • •Handle un-batchable report orders by investigating and resolving related issues.
  • •Manage Zendesk tickets and assist customer service with customer inquiries.
  • •Support pickers with order issues as needed and keep leadership and customer care updated on exception status.
  • •Perform AP IC exception processes including buyouts/shrink reduction, inventory discrepancies (count on hand), damages & repair, RTS for consignors, donation process, and mis-ship management.

Pay and Benefits

Salary: USD 18 hourly
Equity and Bonus:Equity
Perks:Equity401kHealth InsuranceDentalVisionParental LeavePaid HolidaysPaid Leave

Key Requirements

  • •High school or G.E.D. completion.
  • •Strong verbal and written communication skills with critical thinking and quick decision-making.
  • •Accuracy and attention to detail.
  • •Be punctual and available to work overtime as needed.
  • •Ability to lift heavy boxes up to 50 lbs and stand for extended periods.
Experience:ECommerce
Education:High School
Skills:CommunicationCritical thinkingAttention to detailProblem-solving
Tech Stack:ZenDeskGoogle DocsLookerDior

Company Brief

RealReal
Operates an online luxury consignment marketplace for buying and selling authenticated pre-owned designer fashion, jewelry, watches, and home goods. It combines e-commerce with authentication, pricing, and logistics services for sellers and shoppers.
Industry: Online Marketplaces
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2011
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