Manager, Special Order Processing, Operations & Customer Support

Macy's, Inc. Stone Mountain , GA 30086

Posted 5 months ago

Job Overview:

This Manager position reports into the Macy's Corporate Services division at Macy's. The Special Order group supports the Central Buying team in placing and monitoring Purchase Orders of inventory held in the Macy's Furniture/ Mattresses/Accessories (Big Ticket) warehouses, as well as for special orders to Vendors to fill customer requests for special order merchandise. The Manger is responsible for learning the processes and systems that involve these order types and applying knowledge in servicing the business and recognizing opportunities for process improvement. Manger demonstrates urgency, critical thinking, ability to prioritize multiple tasks, and effectively works with minimal supervision. This Manager oversees and coaches 10-12 hourly and analyst level colleagues to create and sustain an engaged and productive team. The Manager builds relationships and networks with internal and external teams across buying, logistics, customer service and other support organizations to resolve issues with orders, vendor shipping delays or product availability. As such, strong communication skills are essential to achieving goals and driving results. This Manager monitors flow of work and productivity to delegate workload and adjust staffing to ensure timely and accurate processing that results in compliance with FTC regulations and other established performance standards. The manager demonstrates solid ability to use Summary and Exception Reporting to identify and respond to problems/outliers in the day to day operation and comfortable in escalating issues and making recommendations to management. As expertise and experience are gained, a successful manager becomes adept at managing in a dynamic environment and contributing to change management.

Macy's, Inc., with corporate offices in Cincinnati and New York, is one of the nation's premier retailers. The company operates 500 stores in 45 states, the District of Columbia, Guam and Puerto Rico under the names of Macy's, Bloomingdale's, Bloomingdale's Outlet, Macy's Backstage and Bluemercury, as well as the, and websites. Employees at Macy's have long term opportunities and are encouraged to build on and utilize their skills for cross-functional movement to further their careers. Macy's, Inc. believes in giving back to our local communities. Our contributions, leadership and volunteer efforts help create stronger, healthier places for our customers and associates to work and live. Perform other duties as assigned.

This role reports directly to the Director Macy's Special Order Processing, Operations & Customer Support.

Essential Functions:

Learns the end to end systems, policies and procedures of the SPO and Vendor Direct businesses--including Order creation; order transmission to vendors; shipment processing, invoicing and customer messaging. Able to apply knowledge and expertise to the operations and the business.

  • Able to identify process gaps and pain points and recommend process improvements and streamlining to meet demands of volume growth and/or technology improvements/changes.

  • Responsible for responding timely and accurately to Customer Service inquiries; such as taking actions to extend ship dates and adjusting orders; and guiding staff regarding trouble shipment resolution.

  • Identifies and calls-out emerging trends in key SPO functions that may require follow up attention and action. Aware of and sensitive to impacts to SPO Operations as changes/enhancements to upstream or related systems are installed.

  • Participates in and contributes to projects involving Big Ticket and Special Order systems changes in an effort to develop and grow understanding of the business and strategic thinking to foster career growth.

  • Able to draft and issue internal and external communications clearly and concisely to partners across merchant, customer service, vendors and other support groups in managing routine responsibilities.

  • Able to create and use Excel based reporting to track and monitor daily, periodic and seasonal activity.

  • Use, develop and/or implement reports to analyze SPO and VDF activity and develop ability to suggest creative solutions to problems; and/or suggest process improvements as experience is gained and confidence in role grows.

  • Partners with 3rd party providers, vendors and other internal players to effectively manage and respond to Vendor cancelations; shipment extensions and service issues. Escalates issues and outliers to Director and other appropriate peers in Customer Service, Buying, Logistics, etc.

  • Uses trend reporting and Vendor score cards to identify and discuss performance with vendors; recommend to management when/where to alter configuration settings, as needed.

  • Partners with internal teams across support, merchant and other operating divisions to monitor compliance with FTC regulations covering messages and notifications to consumers on promised shipments.

  • Conducts regular staff meetings to manage productivity; to inform and motivate team; to instill positive engagement and encourage activities to foster high performing team members; trains, coaches direct reports. Holds touchbases with direct reports to provide feedback and solicit input to support their career development and goals.

  • Regular, dependable attendance & punctuality.



  • Bachelor's Degree required. 1 to 3 years of related work experience preferred.

  • Strong basic math skills required.

  • Quick learner; able to grasp concepts and apply learnings.

  • Previous management experience preferred.

Communication Skills:

  • Strong written and verbal communication skills.

  • Ability to read, write, and comprehend correspondence and business reports in managing and solving problems.

  • Excellent organizational, prioritization, and time management skills.

  • Good listener.

  • Can recap and synthesize information meaningfully and concisely.

Mathematical Skills:

  • Basic math functions such as addition, subtraction, multiplication, division, and analytical skills.

Reasoning Ability:

  • Analytically minded and critical thinker in order to recognize trends and outlier activity.

  • Demonstrates curiosity and comfortable with brainstorming. Success is measured, in part, by demonstrating next-step thinking and putting ideas into action.

  • Confident, persuasive and influential personality.

  • Able to work independently with minimal supervision.

  • Works well with others and in a group setting.

Physical Demands:

  • This position involves regular walking, standing, sitting for extended periods of time, hearing, and talking.

  • May occasionally involve stooping, kneeling, or crouching.

  • May involve close vision, color vision, depth perception, focus adjustment, and viewing computer monitor for extended periods of time.

  • Involves manual dexterity for using keyboard, mouse, and other office equipment.

  • May involve moving or lifting items under 10 pounds.

Other Skills:

  • Must have intermediate to expert Excel proficiency.

  • Must be comfortable with using technology to interact with business partners.

  • Must be able to translate data and information and form insights and convey ideas.

Work Hours:

  • Ability to work a flexible schedule, including on call on weekends and after hours as needed.

  • Can be done remotely, not required to be in office.

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.

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Manager, Special Order Processing, Operations & Customer Support

Macy's, Inc.