Online Operations Specialist

Arhaus was founded in 1986 on a simple idea: Furniture and décor should be sustainably sourced, lovingly made, and built to last. Today, we partner with artisans around the world who share our vision, creating beautiful, heirloom-quality pieces that can be used—and loved—for generations.

Description: 

The Online Operations Specialist plays a key role in ensuring a high level of customer satisfaction by executing day-to-day operational tasks on behalf of web and eCommerce clients. This position supports the web phone team by delivering timely, accurate, and professional assistance, helping to maintain seamless operations and positive customer experience. 

*This role is a Hybrid schedule requiring onsite presence in Boston Heights, OH Corporate Office.*

Essential Duties & Responsibilities: 

Key fundamental skill sets for this role will be: 

• Consistently maintains the company brand standard of customer service during all internal and external communication. 

• Contacts clients daily to schedule deliveries, check for accuracy on orders, collect balances, modify orders, and processing of appeasement transactions.  

• Works to accurately process returns, exchanges, adjustments, cancellations for the web team and web client. 

• Acts proactively when client issues arise and work with Client Services, Logistics, Product, and management and the customer to achieve an amicable solution on the client’s behalf. 

• Prepares necessary paperwork for online custom orders. 

• Process daily incoming website sales orders checking for accuracy and fraud.  

• Acts in assisting our Sales team and management in additional tasks as needed by the department including but not limited to pre-collections, product delays, and sku corrections.  

• Assists as needed with reports, specials projects as they arise.  

• Other duties as required. 

Competencies: 

• Adapts to change quickly and easily and performs effectively during times of change; demonstrates the ability to multi-task and manages competing priorities effectively 

• Build respectful and effective working relationships; collaborate with others to achieve common goals. 

• Conveys information clearly and concisely, both verbally and in writing; adjusts communication to meet the needs of the audience 

• Strives to meet or exceed the expectations of internal and external customers 

• Demonstrates initiative by acting as a self-starter; takes on increased responsibility to enhance one’s contribution 

• Displays a high degree of integrity, honesty and takes responsibility for one’s own actions; shows consistency between words and actions 

• Fluent with Microsoft systems and has sound computer comfortability.  

Requirements: 

• Education: High school diploma; College degree preferred 

• Years of experience: Minimum of 2 years’ customer service experience working in a multi-location, retail, or sales environment. 

• Computer proficiency: proficient in MS Office [Outlook, Excel, Word] or similar suite. 

• Dedicated to business and willing to adjust schedule and hours as needed to management needs of the department. 

• Essential Functions of the Position: 

• Performing tasks in a sitting position for extended periods of time. 

• Repetitive movements. 

• Lifting of boxes and/or files of weights less than 25 lbs. 

• Consistent regular scheduled attendance is considered an essential function of this job. 

• Weekend hours are required 

Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Arhaus are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages. 

AI Code of Conduct  

At Arhaus, we believe great hiring starts with authentic human connection. Throughout your candidate experience, you will be engaging with real recruiters, hiring managers, and interviewers who are focused on getting to know you, your experiences, skills, perspectives, and potential. We encourage candidates to use AI to support resume refinement, interview preparation, brainstorming, and communication. All application materials, assessments, and interview responses must accurately reflect your own experiences, qualifications, and capabilities. We ask that you participate in phone and virtual interviews without using AI to develop your responses. To protect the integrity of our hiring process and the confidentiality of information shared during interviews, candidates may not record, transcribe, or use AI-powered note-taking tools during interviews. We expect all candidates to participate in the hiring process with honesty and integrity. For take-home assignments or role-specific assessments where AI use is permitted, we request transparency on which specific tools were used and how the tools were used and expect an explanation of your approach, contributions, and decision-making.  

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