Job Information
Wayfair Operations Services Associate - Fulfillment Exceptions Inventory Management in Shanghai, China
Role Overview: CastleGate Inventory Management (CGIM) is a critical pillar of Wayfair’s logistics engine, ensuring that supplier inventory is accurate, available, and ready for our customers. We sit at the intersection of physical warehouse operations and digital storefront accuracy. This role focuses on resolving complex inventory discrepancies—ranging from inbound disputes and out-of-stock investigations to damage adjustments and fulfillment errors—to ensure a "Cost Efficient Perfect Order at Scale."
An ideal candidate will be a fast learner comfortable navigating multiple internal systems (WMS, SupportHub, and Google BigQuery). We are looking for detail-oriented problem solvers who can investigate the "root cause" of an inventory mismatch and communicate findings clearly to our global supplier partners.
Primary Role: The Senior Associate will manage the end-to-end resolution of supplier inventory inquiries. You will act as a detective and a consultant, using data to identify where inventory went missing or why it is showing as "unavailable." By resolving these discrepancies, you directly impact Wayfair’s bottom line, reduce customer cancellations, and ensure our suppliers have a seamless experience within the CastleGate network.
We Drive Results
Validate & Investigate: Perform deep-dive investigations into Inbound Disputes, verifying essential documentation like Bills of Lading (BOL) and Packing Lists to resolve shortages within the 60-day window.
Inventory Accuracy: Use the IMS Tool and Supply Chain Visibility Tool to resolve "Out of Stock On-Site" issues, ensuring that sellable units are correctly reflected on Wayfair’s customer-facing websites.
Dispute Resolution: Analyze damage adjustment disputes by reviewing warehouse evidence (photos) and shipment history to determine credit eligibility and financial accountability.
Process Execution: Adhere to and improve Standard Operating Procedures (SOPs) for inventory age requests, liquidation/junk requests, and on-hand discrepancies.
We Win Together
Cross-Functional Collaboration: Partner with Warehouse Operations (WMS teams) and Tier 2 Support to initiate cycle counts and audits when physical inventory does not match digital records.
Stakeholder Communication: Provide clear, data-backed responses to suppliers via SupportHub, explaining complex inventory movements (FIFO logic, "Unavailable" statuses, and credit timelines).
Data Integrity: Maintain the "CastleGate Manual Credits" tracking and other internal Google Sheets with 100% accuracy to ensure financial reconciliation is seamless.
We Are Always Improving
Subject Matter Expertise: Become an expert in CastleGate inventory logic, including Network-level FIFO, Force Zero Inventory (FZI) logic, and warehouse transaction logs.
Automation Mindset: Identify opportunities to use tools like n8n or BigQuery to automate repetitive data-pulling tasks, such as exporting inventory age reports or calculating wholesale costs.
Root Cause Analysis: Look beyond the individual ticket to identify trends (e.g., a specific supplier consistently missing BOL signatures) and propose long-term solutions.
What You’ll Need
Analytical Skills: Ability to look at two different data sets (e.g., Supplier Invoice vs. WMS Receipt) and identify the exact point of failure.
Technical Proficiency: Familiarity with G-Suite (specifically Google Sheets) and a willingness to learn/use SQL (BigQuery) to pull inventory data.
Communication: Strong written communication skills; ability to translate technical inventory movements into easy-to-understand updates for suppliers.
Adaptability: Comfort working in a fast-paced environment where priorities can shift from inbound shortages to damage claims within the same hour.
Preferred Experience
Logistics/Supply Chain: Prior experience with Warehouse Management Systems (WMS), transit claims, or inventory reconciliation.
Automation Interest: A passion for finding "the better way" to do things, including interest in workflow automation or data visualization.
Assistance for Individuals with Disabilities
Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form (https://docs.google.com/forms/d/1ElBqKaQYGR9j0NiQHQYCGbHkqKqN746Nk62pI32IyLU) .
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About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.
Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.