Joppa, MD - Macy's Logistics: Champion of Customer Care, Full Time

Job Overview:

Responsible for championing all customer related issues both pro-actively and reactively to ensure customer expectations are met and exceeded. This individual will have the responsibility to make on the spot decisions both financial and operational to immediately resolve a customer need. This individual will also serve as the liaison between FBCS/MCCS and their location, including the location’s Hubs

Essential Functions:

• Primary contact for FBCS/MCCS on resolution of escalated customer concerns to ensure a high level of customer service.
• Increase customer satisfaction through collaboration with FBCS/MCCS and reach an effective resolution.
• Ensure all Customer concerns are completed to customer’s satisfaction, including exchanges.
• Follow through on all unresolved customer issues until they are satisfied.
• Own VIC Process which includes daily follow-up on outbound VIC merchandise and ensure quality through multiple visual inspections throughout day; inspections are inclusive of Hub deliveries.
• Resolve and clearly document all open issues and timely resolution.
• Maintain and work Customer follow up queue daily to ensure timely resolution on all issues.
• Own follow up and resolution on all methods of customer communication including Presidential alerts, TL emails, Backline emails, Medallia comments.
• Partner with respective Macy’s or Bloomingdale Division/Stores to resolve customer concerns, if necessary.
• Use good judgment to escalate customer issues immediately and to the highest level needed, when necessary.
• Partner with Delivery Team to resolve Q-Fails, review issues, contact customers, and reschedule delivery.
• Inspect all open customer service issues or returned/refused VIC items in returns area and follow up with customers.
• Any other responsibilities management deems essential.

Other Duties and Responsibilities:

• Flexible hours, including weekends and evenings.
• Highly organized and able to function from a mobile workstation as well as at desk.
• Ability to multi-task and see projects and/or tasks to completion.
• Collaborate with local team and FBCS/MCCS to ensure a timely resolution to issues.
• Meet weekly with Delivery manager on customer care activities.
• Communicate frequently with delivery and workroom department.

Qualifications:

Education/Experience

• 2 year degree or equivalent experience
• Exemplary customer service skills
• Organizational and follow up skills
• Prior Furniture and Bedding experience
• PC skills desired; Macy’s Systems Knowledge, Word, Excel, Outlook

Communication Skills

• Handle potentially upset/displeased customers.
• Must possess excellent written and verbal communication skills
• Must be able to communicate, both written and verbal,

Mathematical Skills

• Adds, subtracts, divides and multiplies in all units of measure, using whole numbers, decimals and fractions

Reasoning Ability

• Shows Initiative and Dependability
• Sense of Urgency
• Excellent Customer Service skills
• Excellent telephone skills
• Ability to work independently
• Superior Organizational skills
• Flexibility in work schedule; must be available to work occasional weekends or overtime when necessary.
• Detail oriented
• Analytical skills
• Works harmoniously and effectively with others as part of a tea

Physical Demands

• The physical demands described below are representative of those that must be met by an employee to successfully perform the Essential Duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the Essential Duties
• Arrives ready to work at scheduled time
• Is rarely absent unexpectedly.
• Is flexible in daily work schedule frequently stands and walks

Other Skills

• Ability to take leadership role and work independently or as part of a team
• Sense of Urgency
• Ability to maintain confidentiality
• Problem solving skills
  

Work Hours

• The work environment characteristics described below and representative of those an employee encounters while performing the Essential Duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the Essential Duties.
• Distribution Center environment.
• Interior workspace without windows to the outside, located in close proximity to other associates.
• Environment where noise level is generally moderately high and temperatures fluctuate seasonally. Subject to some extremes in temperature.
• Appropriate attire required; safe sturdy shoes that cover the entire foot, no loose, flowing clothing (that may get caught in conveyors). Other clothing restrictions may apply.

This job description is not all inclusive. Macy’s Inc. reserves the right to amend this job description at any time. Macy's Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.