Provides phone-based customer support by resolving inquiries, complaints, and account issues; processes orders, shipments, returns, and account updates; documents interactions; troubleshoots problems; escalates complex cases; and maintains service quality and accurate communication. The role requires participation in an eight-week training program and availability for specified weekday or Tuesday-to-Saturday shifts, with initial onsite attendance in Janesville or Chicago.

Leads teams and operating processes for new product item additions and ongoing product information maintenance. Owns end-to-end product information workflows, including collection, normalization, ingestion, quality review, prioritization, governance, and duplicate management. Establishes quality standards, KPIs, operating mechanisms, capacity plans, and annual roadmaps. Partners with merchandising, pricing, legal, category management, suppliers, and product information teams while presenting performance and strategic plans to leadership.