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

Macy's, Inc. Joppa, MD
MAC09251

Job Overview:

Responsible for championing all customer related issues both proactively 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. Perform other duties as assigned.

Essential Functions:

* Take ownership for all complicated and time sensitive customer service issues. Ensure all exchanges are completed to customer's satisfaction. Utilize future exchange report to raise and approve reoccurrence for exchange Increase customer satisfaction through customer care and effective resolution. Follow through on all unresolved customers until they are satisfied. Perform daily follow-up on out bound VIC merchandise to ensure quality.

* Perform follow-up call to all VIC on day of delivery to ensure customer satisfaction.

* Responsible for maintaining a detailed phone log.

* Maintain daily follow-up calendar for all VIC customers.

* Liaison on customer service issues within respective Macy's or Bloomingdale Division.

* Work with the return dock to ensure integrity in the return coding process.

* Work with the return dock to provide quick turnaround for non-deliveries.

* Any other responsibilities management deems essential

* Meet weekly with Facility Vice President on customer care activities.

* Communicate frequently with Director of Customer Care.

* Create and report departmental metrics to evaluate successes and areas of opportunity.

* Develop Customer Care bulletin board and keep information updated.

* Regular, dependable attendance & punctuality.

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; Word, Excel, Lotus Notes

Communication Skills:

* Must possess excellent written and verbal communication skills

* Must be able to communicate, both written and verbal, in English.

Mathematical Skills:

* Adds, subtracts, and multiplies in all units of measure, using whole numbers and decimals.

Reasoning Ability:

* Must be able to work independently with minimal supervision.

Physical Demands:

* Frequently stands and walks.

* Talks and hears.

* Uses hands to finger, handle, feel or otherwise manipulate objects, tools or controls.

* Reaches with hands and arms.

* Uses eyes extensively and intensively to read documents.

Other Skills:

* Handle potentially irate customers.

* Ability to take leadership role

* Sense of Urgency

* Ability to work independently or as part of a team

* Ability to maintain confidentiality

* Problem solving skills

* Federated Systems Knowledge

* 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.

Work Hours:

* Ability to work a flexible schedule based on department and store/company needs.

* May require some travel.

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.