Omnichannel Inventory Lead, MCOM MCH - Full Time

Macy's • Tucker, GA

3d

About The Position

The Special Order Customer Service Lead provides training and support to the
Special Order colleague team. This role provides support to the big ticket
merchants and selling teams addressing customer issues and questions while
delivering a “best in class” customer experience.

This Lead’s primary responsibilities are to help manage the inquiries and action
items sent by the various teams and retain the special order colleagues’
assistance where needed. The Lead trains Special Order colleagues to understand
the requests and screens to assist them in processing orders and requests. This
person must be approachable and able to assist colleagues in the area and
partners via phone, email, and Teams meetings. The Lead must be able to
problem-solve and prioritize work/tasks needed to be done. This role responds in
a timely manner and can identify and communicate trends to the manager when
commonalities are occurring. The Lead works effectively with appropriate
personnel in stores, customer service, buying offices and/or vendors in order to
answer and correct the issues related to big ticket orders placed on Macys.com
or our stores.

Requirements

• Education/Experience: Associate’s Degree or greater preferred. Big Ticket/RDS experience a plus.
• Communication Skills: Good written and verbal communication skills. Ability to read, write, and interpret instructional documents such as reports and procedure manuals. Ability to clearly explain and train processes.
• Reasoning Ability: Must be able to think critically to solve problems and be effective in a group environment.
• Other skills: Must have intermediate skills in Excel and Outlook.
• Work Hours: Full time.
• This position requires talking, lifting, constant moving, standing, and reaching with arms and hands.
• Standing for at least two consecutive hours, lifting at least 25lbs. stooping, kneeling, crouching, and climbing ladders, reaching, including above eye level.
• Requires close vision, color vision, depth perception, and focus adjustment.
• Frequent use of computers and other technology, necessary to perform job functions, including handheld equipment, cash register and ability to process register transactions.

Nice To Haves

• Big Ticket/RDS experience a plus.

Responsibilities

• Pull and respond to inquiries sent via email or Share Point log
• Work with special order colleagues to resolve and respond when vendor specific resolution is required
• Train and assist the special order colleagues on understanding the store/online custom process as it relates to questions or processes that they impact. Follow-up training with individual colleagues as needed. Create and update training material and procedures as needed
• Develop scripts that colleagues can use when working with sales colleagues to facilitate better communication and partnership
• Identify problems and be able to respond or escalate as needed
• Daily monitoring of various customer service queues/work with vendor partners and/or special order colleagues to coordinate resolution of customer issues in a timely and professional manner
• Work effectively with merchants and vendors on needed information
• Gain a solid understanding of Reservation, Purchase Order, sales check, and Receiving systems in order to perform daily tasks
• Research and resolve exceptions from reports and email appropriate business partners in a timely manner
• Move sales checks on trouble purchase orders to minimize customer wait time while keeping the order of customers waiting consistent (reservations repointed to new purchase orders based on the original customer wait sequence)
• Handle presidential complaints as needed

Benefits

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree