Customer Experience & Escalations Specialist

Bloomingdale's Inc.; Minooka (IL); On-site; USD 42,000 - 60,000; Full time

Job summary

Macy's Inc. is seeking a Supply Chain Customer Service professional at our facilities in Illinois. The role champions customer issues proactively and reactively, making on-the-spot decisions to resolve needs and serving as liaison between FBCS/MCCS and the local hub.

The position requires an Associate's Degree with 3–5 years of experience, strong communication, problem solving, and the ability to work a flexible schedule including weekends and holidays.

Qualifications

• Associate's Degree and 3-5 years direct experience required.
• Prior Furniture and Bedding experience.
• Exemplary customer service skills to include handling upset customers.
• Must possess excellent written and verbal communication and telephone skills.
• Must possess excellent organizational and follow up skills and be detail oriented.
• Analytical and Problem solving Skills.
• Proficient in the use of computers and handheld technology; Macy's Systems Knowledge, Word, Excel, Outlook.
• Ability to work a flexible schedule including day, evening, weekends, and/or holidays.

Responsibilities

• Primary contact for resolution of escalated customer concerns to ensure high level of service.
• Increase customer satisfaction through collaboration with FBCS/MCCS and reach effective resolution.
• Ensure all customer concerns are completed to customer satisfaction, including exchanges.
• Follow through on unresolved customer issues until satisfaction.
• Own VIC Process with daily follow-up on outbound VIC merchandise and inspections.
• Resolve and document all open issues and ensure timely resolution.
• Maintain and manage the customer follow-up queue daily.
• Escalate issues to the highest level when necessary and coordinate with leadership.
• Coordinate with Delivery Team to resolve Q-Fails and reschedule deliveries.
• Inspect open service issues or returns and follow up with customers.

Skills

Customer service

Communication

Analytical

Problem solving

Detail oriented

Team player

Education

Associate's Degree

Tools

Macy's Systems Knowledge

Word

Excel

Outlook

Job description

Macy's Inc. is seeking a Supply Chain Customer Service professional at our facilities in Illinois. The role champions customer issues proactively and reactively, making on-the-spot decisions to resolve needs and serving as liaison between FBCS/MCCS and the local hub.

The position requires an Associate's Degree with 3–5 years of experience, strong communication, problem solving, and the ability to work a flexible schedule including weekends and holidays.