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Retail Customer Service Lead, Part Time: Centre At

Employer
Macy's
Location
Salisbury, MD
Closing date
Sep 17, 2019

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Job Overview:A Customer Service Leadcollaborates with Managers, Peer Leads and Colleagues throughout the store andis accountable to deliver a clean, neat and easy-to-shop store environment;maintain sales floor and fitting room standards, and ensure merchandise is sortedand worked back to the sales floor. ACustomer Service Lead supports the execution of overseeing POS transactionsinclusive of credit enrollment, replenishing merchandise as needed, ensuringmarkdowns are taken in a timely and accurate manner, and picking of fulfillmentorders. Perform other duties as assigned.Macy's uses ascheduling plan that allows our associates to participate in the creation oftheir work schedules by managing availability and identifying preferences.Additionally, during key events and peak selling times, Macy's may offer additionalshifts to our associates, which they maypick up using the self-schedulingtool. Details on Macy's schedule options are available during theinterview process.Essential Functions: Customer ServiceFunctions: Provide anexceptional customer shopping experience by ensuring both the in store andonline customers are always the #1 priority. Service the customerin a helpful and friendly manner helping them to find what they are lookingfor. This includes POS transactions andcredit enrollment. Collaborate withManagers, Leads and Colleagues throughout the store to deliver a clean, neatand easy-to-shop store environment; maintain sales floor and fitting roomstandards, ensure merchandise is sorted and worked back to the sales floor astime permits. Help build aproactive and solution-oriented customer centric culture in shop to ensure consistentcustomer experiences. Respond and addresscustomer concerns quickly, collaborate with a Manager on complex issues asnecessary. Sales/OperationalFunctions: Drive and exceedsales goals by developing a highly engaged and knowledgeable sales and serviceteam. Educate and traincolleagues on the benefit of My Schedule Plus to strengthen attendance foradequate floor coverage. Reinforce thebenefits of opening credit accounts to drive incremental sales and customerloyalty through associate education. Direct, assist in, and monitor: - Execution of pricing tasks including marking correct markup/markdownprice on merchandise, using correct price change labels, conducing random priceaudits to ensure correct price is reflected on merchandise. - Execution of fulfillment; including picking, collection and transport todesignated areas. - Execution of price changes in a timely and accurate manner. This includes marking merchandise, auditingaccuracy, and communication of pricing issues to leadership. - Adherence to Asset Protection, Shortage and Safety, & InventoryControl procedures. As requested,participate in the both the RFID and physical inventory process. Leadership Functions: Provide activeleadership by continually directing colleagues and supporting daily prioritiesto optimize the customer experience and increase sales. Role model ability tobuild lasting customer relationships - provide colleagues with fast-feedback andredirection to foster the same behaviors, and recognize colleagues forpracticing them. Lead and motivatecolleagues to properly balance customer service and task goals. Assist theMerchandise Team Manager with workload planning (as necessary), colleague taskassignments and execution; flex/adjust resources as workload and business needsdictate. Assist Managers inthe development of colleagues through consistent on-the-job training andcoaching; ensure all procedures, policies, best practices and standards areunderstood and followed by colleagues. Meet with Managerdaily to discuss specific associate coaching needs based on observed customerinteractions and redirection already provided.Coach colleagues based on Manager direction, and enter into MyStore App. Ability to performinterviews and recognize friendly, customer-focused individuals to be hiredinto Colleague roles. Lead colleagueactivities to ensure customer readiness and exceptional presentationstandards. Alert Manager of anyopportunities that are not aligned with this goal. Support business bothin customer service areas and specialized businesses as requested. Proficiency in storesystems - POS, MPOS, RF equipment, MyClient, MyStore App - and ability to educateothers. Perform thesefunctions in an efficient manner; flex between tasks as directed by Supervisor. Adhere to AssetProtection, inventory control and compliance procedures. Ensure shortageprevention initiatives are executed. Regular, dependableattendance and punctuality.Qualifications: Education/Experience: High School degree orequivalent. Minimum 1 yearprevious retail experience required. At least one year ofsupervisory experience preferred. Communication Skills: Excellent verbal andwritten communication skills. Ability to interpretinstructional documents such as safety rules, operating maintenanceinstructions and procedure manuals. Ability to engagewith customers and find appropriate service solutions. Mathematical Skills: Basic math functionssuch as addition, subtraction, and calculating percentages coupled with theability to use mobile device Reasoning Ability: Self-starter, able towork independently and as part of a team and must have good time managementskills. Ability to delegate. Physical Demands: This positioninvolves constant moving and standing. Involves standing forprolonged or extended hours. Involves lifting atleast 30 lbs. May occasionallyinvolve reaching, stooping, kneeling, crouching, and climbing ladders. May involve reachingabove eye level. Involves closevision, color vision, depth perception, and focus adjustment.Other Skills: Strong organizationalskills. Able to multitask ina fast-paced environment. Must possess a strongsense of urgency. Able to empower anddevelop a team. Should be comfortablewith the use of computers, mobile technology, and frequent use of RF equipment.Work Hours: Flexible withscheduling and available to work retail hours, which may include day, evening,weekends, and/or holidays, based on department and store/company needs.This job description is not all inclusive. Macy's Inc. reserves theright to amend this job description at any time. Macy's Inc. is an EqualOpportunity Employer, committed to a diverse and inclusive work environment.

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