Omnichannel Inventory Lead, MCOM MCH - Full Time

Macy's•Tucker, GA

6h•Onsite

About The Position

The Special Order Lead provides training, guidance, and daily support to the Special Order colleague team. Operating within the Merchant organization, the Special Order area focuses on placing orders, maintaining purchase order dates, and resolving customer issues. The role serves as a key partner to Big Ticket merchants and selling teams by addressing customer questions and concerns while delivering a best-in-class customer experience. The Lead manages inquiries and action items submitted by cross‑functional teams, supports Special Order colleagues as needed, and ensures the timely and accurate resolution of issues. The role requires strong problem‑solving skills, the ability to prioritize work effectively, and clear, consistent communication with partners across the organization, including Stores, Customer Service, Buying Offices, and Vendors. The Lead also identifies recurring trends and communicates insights to management.

Requirements

Strong written and verbal communication: Clearly communicates with Stores, Customer Service, Buying Offices, Merchants, and Vendors across email, Teams, and documentation
Cross‑functional partnership: Works effectively with merchants, vendors, and selling teams to gather information, resolve issues, and align on outcomes
Customer‑focused communication: Handles sensitive customer situations—including executive‑level complaints—with professionalism, clarity, and empathy
Critical thinking: Quickly assesses issues, identifies root causes, and determines appropriate resolutions across a wide range of order and customer scenarios
Judgment and escalation: Knows when to resolve independently versus when to escalate vendor‑specific or complex issues
Prioritization and time management: Manages a high volume of inquiries, action items, and exceptions while meeting service‑level expectations
Attention to detail: Ensures accuracy in purchase order dates, reports, sales checks, and issue resolution to minimize customer impact
Microsoft tools: Intermediate proficiency in Microsoft Excel and Outlook; comfortable working across Teams and SharePoint logs
Candidates with a High School diploma or equivalent are encouraged to apply.
Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
Able to work a flexible schedule based on department and company needs.

Responsibilities

Monitor, manage, and respond to inquiries received via email, Teams, and SharePoint logs.
Partner with Special Order colleagues to research and resolve issues, including vendor‑specific escalations.
Train and support colleagues on store and online custom order processes; provide follow‑up coaching as needed.
Create, update, and maintain training materials, procedures, and job aids.
Develop standardized communication scripts to improve collaboration with selling teams.
Identify issues, determine appropriate resolutions, and escalate when necessary.
Monitor customer service inquiries daily and coordinate timely resolution with vendors and internal partners.
Collaborate with merchants and vendors to gather required information and resolve issues efficiently.
Build and maintain working knowledge of Sales, Purchase Order, and Receiving systems.
Research report exceptions and communicate findings to appropriate partners in a timely manner.
Manage sales checks tied to problem purchase orders to reduce customer wait times while preserving original wait‑sequence integrity.
Handle presidential or executive‑level customer complaints as needed.
Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
In addition to the essential duties mentioned above, other duties may be assigned.

Benefits

Comprehensive health and wellness coverage
401(k) match
Paid time off
Eight paid holidays
Continuous learning and leadership development
Colleague Resource Groups
Volunteer opportunities
Merchandise discounts
Performance-based incentives
Annual merit review
Employee Assistance Program with mental health counseling and legal/financial advice