Trouble Desk Position

Carlisle, PA

Job ID: 41983 Category: Converted Pay Rate: $14.00 - $14.00
The Trouble 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


1909 Ritner Highway

Suite 1

Carlisle, PA 17013


Online Applications at www.Berksandbeyond.Com

Email resumes to: carlisle@berksandbeyond.Com

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