Trouble Desk Position
To lead, direct, develop and coordinate the team responsible for the resolution of distribution center trouble as well as support merchandise processing issues between the distribution centers and merchant organizations for both Ross & dd s.
This position will interface with DC, vendors, merchants, and Ross departments or divisions as appropriate. Daily interface requirements include verbal and e-mail communications with VP level and below, although can occasionally communicate with levels higher than VP, to identify cause of issues and proactively improve trouble volume and turn time through DC processes.
Responsible to monitor and adjust the departmental workflow and staff based on volume and productivity, to develop trouble volume and turn time reduction opportunities, provide feedback on improvement opportunities for trouble reporting, etc to develop and deliver a superior level of service to all customers.
Supervising the management of daily trouble resolution, facilitating resolution between distribution centers and merchant organizations and ensuring proper utilization of tools are being used. Ensure communications are standardized, concise, timely and accurate.
Develop & implement procedures/processes to ensure the high level of service required to continue to meet productivity and volume expectations.
Monitor, communicate and partner with the Allocation organization to resolve outstanding allocation problems to ensure DC has minimal disruptions in allocations.
Analyze trouble data to identify opportunities to reduce overall trouble volume and speed up overall processing in the DC.
Timely audits on merchandise as relative based on DC requests or Merchant requests to review the potential of trouble, damage, packaging, etc.
Collaboration Customer Service
Communication Business Acumen
Planning & Organizing Analysis & Judgment
QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:
Previous Supervisory experience or equivalent Supervisory training certification along with below requirements
4 years merchandise supply chain experience & customer service experience.
Strong understanding of merchandising and distribution processes preferred.
Unit ID experience preferred.
Must possess excellent written and oral communication skills and be able to communicate with all levels and departments both within Ross & dd s, up to and including the VP level.
Excellent analytical, organizational and communication skills. Strong math skills with the ability to analyze data using standard statistical techniques.
Working knowledge of Retek Merchandising Systems, Retek Distribution Systems, Microsoft Outlook, Excel, and Word.
Detail-oriented with strong organizational and communications skills.
Capable of lifting/pushing/pulling 40lbs occasionally
Must pass Excel aptitude testing
1-6 non exempt DC Trouble Desk Clerks
1909 Ritner Highway
Carlisle, PA 17013
Online Applications at www.Berksandbeyond.Com
Email resumes to: carlisle @berksandbeyond.Com