Exceptions Specialist

About The RoleAs an Exceptions Specialist/ AP IC, you will act as a liaison between the warehouse and customer service by performing the following duties. You’re also responsible for the management of exceptions from daily activities.

What You Get To Do Everyday

• Order SLA Issues

• Customer Returns & Consignor Return Issues

• Investigate Aging RTC

• Manage Packsize & Autobagger order issues

• Manage un-batchable report and investigate orders

• Manage ZenDesk Tickets

• Assist Customer Service with Customer Inquiries

• Assist pickers with order issues as needed

• Must be able to navigate through Dior.  Looker experience is a plus

• Must have knowledge of Google Docs

• Keep leadership team and customer care updated as necessary

• Other duties as assigned

AP IC Roles:

• Manage Buyout process and reduce shrink

• Investigate count on hand and all inventory related issues

• Manage Damages & Repair

• Manage RTS for Consignors

• Manage Donation process

• Manage Mis-ship process for customer and consignors

• Manage Zendesk Tickets

What You Bring To The Role

Minimum Requirements:

• High School or G.E.D. completion

• Strong verbal and written communication skills

• Strong critical thinking skills

• Ability to think quickly on your feet

• Accuracy and attention to detail are important

• Must be punctual and available to work overtime as needed

• Must be able to lift heavy boxes up to 50lbs and stand for extended periods of time

Preferred Requirements:

• 1-2 years experience at an eCommerce facility preferred

Compensation, Benefits, + Perks

• Employee Stock Purchase Plan

• 401K with Company Match

• Medical, Dental & Vision Insurance

• Paid Parental Leave

• 9 Paid Company Holidays

• 18 Paid Time Off (PTO) Days (PTO starts accruing on first day of work)

• Find out more about our Benefits here.

The expected hourly rate for this role is $18.00-$18.00. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 40 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service. 

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.