Customer Care Champion, Chicago - Full Time

Job Title

Macy's is proudly America's Department Store. There's a reason we've been around for 160 years. Customers come to us for fashion, value, and high-quality products. Now is an exciting time to join Macy's. The face of retail is changing, and change requires innovation.

Online sales are booming at Macy's. Our Distribution Center teams are key to our success in the modern retail landscape. They make sure that products arrive at our stores - and each customer's doorstep - on time, in perfect condition. Behind the scenes, a lot goes into getting products to customers. When a shopper makes an online purchase, we plan, prep, and package the merchandise to get it delivered as quickly and efficiently as possible across the country and around the world. It takes a lot of smart people working together to make that happen, and so there are many roles you can play, including (but not limited to): material handlers, equipment drivers, inventory control, packers, quality assurance, safety specialists, asset protection, and many more. Whatever role you play we value you as a colleague. Choose the challenge that's right for you!

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.

Qualifications and Competencies

• Associate's Degree and 3-5 years direct experience required.
• Prior Furniture and Bedding experience.
• Exemplary customer service skills to include:
  • Handling potentially upset/displeased customers.
  • Ability to maintain confidentiality.
• 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.
• Ability to add, subtract, divide and multiply in all units of measure, using whole numbers, decimals and fractions.
• Ability to read and interpret instructional documents such as safety rules, operating and maintenance instructions, and procedural manuals.
• Resourceful self-starter, works well independently as well as part of a team.
• Must be proficient in the use of computers and handheld technology.
• PC skills desired; Macy's Systems Knowledge, Word, Excel, Outlook.
• Ability to work a flexible schedule, including day, evening, weekends, and/or holidays.

Essential Physical Requirements

• Position requires prolonged periods of standing/walking around store or department.
• 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.
• May involve reaching, crouching, kneeling, stooping, climbing ladders, depth perception and color vision.
• Frequent use of computers and other technology necessary to perform job duties, including handheld electronic equipment.
• Frequently lift/move up to 50lbs.

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 the colleague is informed of selection for testing, absent extenuating circumstances. In all circumstances, testing must be completed within 24 hours of notification

This job description is not all-inclusive and may not apply to colleagues covered by a collective bargaining agreement. Macy's Inc. reserves the right to amend this job description at any time. Macy's Inc. is an Equal Opportunity Employer, committed to an inclusive work environment.