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in Atlanta, GA

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Hours Full-time, Part-time
Location 4880 Briarcliff Rd
Atlanta, Georgia

About this job

Job Overview:

This Analyst position reports into the V2C Operations group in Stone Mountain, GA. The V2C office is responsible for the monitoring and maintaining of all aspects of orders filled via the Direct to Consumer channel. This includes responsibilities over customer service related issues, requiring coordination of resolution in partnership with the vendors, merchants and the Macy’s Customer Service teams (MCCS). The V2C office is also responsible for monitoring and identifying inventory inaccuracies and causes, and is responsible for partnering with vendors, Ecommerce, Accounts Payable (AP), Macy’s Distribution centers, and receiving groups to resolve any imbalances. The office is also responsible for daily resolution of a series of systems queues, related to accuracy and compliance. The V2C group also offers support through identification of potential website errors, and by working with the merchant teams to correct those errors.

Objective of this Analyst position is to support the V2C Vendor Specialist and Inventory Specialist groups. This support will include ensuring that critical queues and customer service metrics are maintained. The position requires continuous partnering with the staff to ensure that workloads are balanced and the backlogs are minimized. The position will also require partnership with the V2C manager in implementing process improvement and streamlining, in an effort to reduce customer friction and workflow redundancies. Analyst will be responsible for the creation and analysis of daily activity reports, in order to identify areas of opportunities within the V2C office. This will include communicating directly with both the vendor and merchant groups, to resolve any potential issues that may negatively affect customer experiences. Verbal & written communication regarding customer issue resolution and vendor compliance/performance analysis based off trend reports with various audiences at all levels is required, including with merchant groups, vendors, MCCS, MLO Logistics, and Upper Management. Perform other duties as assigned.

Essential Functions:

Oversee the following:

• Monitor late order reports, to ensure vendors are consistently shipping within allowable time frames
• Actively monitor customer service and system queues, to ensure issues are resolved within allowable time frames
• Partner with department manager and staff to ensure all critical customer facing activities – such as customer credits and cancellations – are performed with departmental standards.
• Partner with department manager to ensure that workloads are balanced and that critical KPIs are maintained
• Use reporting tools to provide trend analysis and recommendations to V2C teams to help identify areas of opportunity

Process improvement and documentation:

• Partner with department manager to develop new or updated Best Practice Documents
• Partner with V2C management group as well as cross functionally with other Macy’s and vendor partners to produce ad hoc and/or standardized reporting, as needed.
• Play a key role in all inter-departmental staff meetings, including scheduling of meeting and setting of agendas
• Participate in regular strategy meetings with key Macy’s partner teams. These teams would include - but not be limited to - MCCS/Customer service, Inventory, and Site Improvement teams.

Training and Development:

• Support training of Macy’s Order Management, Receiving, and Inventory systems tools.
• Develop Training Alerts and/or Tips send out to affected groups, as needed
• Cross train with other Omnichannel groups, to offer assistance and backup where needed.
• Assist in Talent development within V2C and cross functional teams.

• Regular, dependable attendance & punctuality.

Decision Making:

• Independent decision making for troubleshooting and resolving issues in assigned sites, escalating to more senior team members and/or management as needed.
• Responsible for ensuring 3rd party vendors meet documented work requirements and results adhere to Macy’s Inc. expectations and guidelines.
• Prioritize work load and problem tickets, responding with the appropriate urgency based on business impact.

Qualifications:

Education/Experience:

• Bachelor’s Degree in Business Administration or Logistics is preferred, but not required.
• 5-10 years of retail management experience is preferred.
• Experience in Logistics and/or EDI management preferred.
• Experience with SQL, ORACLE and DB2 highly preferred.
• Experience with MS Access and VB highly preferred.
• Must be an Intermediate to expert with Excel.

Communication Skills:

• Excellent written and verbal communication skills.
• Confident presentation skills.
• Ability to read, write, and interpret instructional documents such as reports and procedure manuals.

Mathematical Skills:

• Must have excellent mathematical skills.
• Ability to calculate discounts, fractions, percentages, ratios, and proportions.

Reasoning Ability:

• Self-starter with strong analytical and leadership skills.
• Strategic and forward thinking.
• Must be flexible and able to work in a fast paced environment.
• Must be able to work effectively with all levels of management.

Physical Demands:

• This position involves extended periods of sitting and the extensive use of computer and the office equipment.
• May involve stooping, kneeling, or crouching.
• Involves close vision, color vision, depth perception, and focus adjustment.

Other Skills:

• Computer savvy with the ability to learn new systems
• Promotes collaboration and teamwork with counterparts in other areas
• Troubleshoot and prioritize System issues
• Good follow-up and organizational skills

Work Hours:

• Ability to work a flexible schedule based on department and store/company needs.

This job description is not all inclusive. Macy’s Inc. reserves the right to amend this job description at any time. Macy's Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.