Carlisle, PA

Job ID: 47743 Category: Warehouse
The Warehoouse Desk Clerk is responsible for the day to day coordination and communication of reported trouble issues to DC associates, including up to VP level, as well as with the NY Trouble team. The associate is expected to balance high volumes of e-mails, research issues within multiple internal Ross Systems to include RMS and RDM, etc. And communicate detailed resolution professionally and courteously.

Day to Day Trouble Management
Manages day to day trouble in the DC from the inbox via the Trouble Tracker Report and communicates the needed trouble information to NY Trouble Desk for resolution and resolution back to the DC.
Ensure an excellent level of consistent Internal and External Customer Service is provided
Answer calls/e-mails from a broad range of customers including, but not limited to, DC partners up to VP level, NY Trouble/Merchant Ops up to VP level, and internal Department associates up to VP level, regarding merchandise being processed in the distribution centers.
Research utilizing various Ross applications and/or reports as well as making necessary changes in RMS to resolve trouble as quickly as possible
Proactively identifies chronic problems and partners with Supervisor to provide details to help communicate issue to external partners
Partners with departments as needed, such as Transportation and IC/QA, with Receiving and Shipping callouts such as misrouted freight, RTV, etc.
Maintain the volume of workload expectation of the department
Daily follow ups on aging trouble to get closure on issues as quickly as possible in an effort to achieve department turn time goals
Internal Customer Support
Sends Daily Aging updates to DC on a daily basis
Provides guidance, as requested, when question arise on potential trouble to avoid lengthy delays
Provides guidance, as requested, when question arise on potential trouble to avoid lengthy delays

1 year minimum of distribution experience (Ross preferred); emphasis in UID preferred
Excellent written and oral communication skills
Ability to type at 50 wpm
Experience with MS Office applications, with higher aptitude with Outlook and Excel required
Detailed knowledge of Distribution Center processes with some knowledge of DC reports
Detail orientated
Good Attendance, positive attitude, and professional work demeanor
Organize and prioritize special projects
Strong self-motivation and the ability to work aggressively to complete projects
Must pass Email/Communication, Word, Excel and Math aptitude testing

Customer Service Business Acumen
Communication Adaptability
Analysis and Judgment Independence
Results Orientation Quality
Planning & Organization Initiative
Decisiveness Teamwork

Please include any additional physical requirements below the standard requirements
Requirements: Consistent timeliness and regular attendance. Job requires ability to work in an office or operations floor environment, primarily on a computer. The job also requires sitting, standing, walking, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc.
Occasional Requirements: Job occasionally requires bending, kneeling, reaching, and lifting up to 40 pounds.
Vision requirements: Ability to see information in print and/or electronically.

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