Omnichannel Inventory Lead, MCOM MCH - Full Time

Be part of an amazing story

Macy's is more than just a store. We're a story. One that's captured the hearts and minds of America for more than 160 years. A story about innovations and traditions...about inspiring stores and irresistible products...about the excitement of the Macy's 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We've been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Job Overview

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.

What You Will Do

• 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

Skills You Need

• 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.

Essential Physical Requirements You Will Perform

• 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.

Supply Chain Only and Colleagues Working in a Supply Chain Facility except in locations governed by a Collective Bargaining Agreement:

Random drug testing for all colleagues will be conducted on a monthly or semi-monthly basis, depending upon factors including but not limited to the size of the facility and the number of colleagues on roll. Colleagues will be randomly selected for testing by a third party. Testing must be completed on the same workday as the colleague is informed of selection for testing, absent extenuating circumstances. In all circumstances, testing must be completed within 24 hours of notification.

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some additional benefits we offer include:

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

Access the full menu of benefits offerings here.

About Us

This is a great time to join Macy's! Whether you're helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people's lives.

Join us and help write the next chapter in our story - Apply Today!