Senior Operations Support Specialist

Merchandising Evaluation Specialist

Provides merchandising evaluation via photo and service order review. Provides premium customer service, dependable 360 knowledge, and a clear path of resolution and/or escalation via calls, chats, text, and email from Acosta, Premium and Crossmark employees as well as retail store associates/managers. Walmart Volt inventory software administration, Premium 360, onboarding, and eLearning support. Assists new employees and peers with daily OSC operations. Other duties as required.

Responsibilities

• Chooses grades that may affect the field merchandisers' scorecards.
• Completes "Quality Checks" on new jobs/actions.
• Answers phone calls with professional phone etiquette as well as chats, text, & emails.
• Provides Walmart Volt software administration.
• Provides Premium 360, onboarding, and eLearning support
• Documents issues with proper grammar and spelling.
• Emails internal business partners from Client Accounts, Field Operations, HR, Payroll, I.T., and many more with escalation reports.
• Navigates multiple cloud-based applications for functionality and resources.
• Escalates trends to Supervisor.
• Other duties as required.

Qualifications

Minimum Qualifications-Education and Experience: High school + Experience in a contact center or office required + Experience with Microsoft office tools required + Experience in retail or merchandising a plus Minimum Qualifications-Knowledge, Skills and Abilities: Must be able to type and navigate multiple browsers with proficiency. Must demonstrate professional phone etiquette. Must demonstrate formal business writing proficiency.

Work Environment and Physical Requirements

The work environment characteristics described are representative of those an employee may encounter while performing the essential functions of this job. This position involves viewing a computer monitor 100% of the shift. Employee must be able to sit for long periods. Personal protective equipment may need to be worn. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

About Us: Premium Retail Services is a part of Acosta Group a collective of the industry's most trusted retail, marketing and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey. Since 1985, Premium has been a top provider of sales and merchandising services, reshaping retail through innovation and excellence for hundreds of renowned brands across retail categories. With 12,000+ employees across the U.S. and Canada, we are a people-first company, and we strive to ensure our team members enjoy their jobs, feel valued, and emulate our core beliefs that's why we frequently promote from within. We encourage our employees to innovate and expand new horizons, making internal development our cornerstone. Find your place at Premium whether it's merchandising, sales or brand advocacy, there's a spot for you on our team. Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact View email address on click.appcast.io. Be sure to include "Applicant Accommodation" in the subject of your email to expedite the request. Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting. The Acosta Group utilizes E-Verify for validating the ability to work in the United States for all job candidates.