Trouble Desk Clerk

Ross Stores, Inc Carlisle , PA 17013

Posted 2 months ago

Welcome to Ross Stores, Inc., where our differences make us stronger At Ross and dd's, inclusion is a way of life. We care about our Associates and the communities we serve and we value their differences. We are committed to building diverse teams and an inclusive culture. We respect and celebrate the diversity of backgrounds, identities, and ideas of those who work and shop with us. Come join us as we continue our diversity, equality and inclusion journey!


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

DC Support

  • DC Support to take pictures, to validate overages, and support special requests from multiple business partners and/or special requests from Business Solutions Leadership


  • Customer Service

  • Business Acumen

  • Communication

  • Adaptability

  • Analysis and Judgment

  • Independence

  • Results Orientation

  • Quality

  • Planning & Organization

  • Initiative

  • Decisiveness

  • Teamwork


  • This position is not subject to strict seniority rule application (multiple criteria are used in the selection process)

  • 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 oriented

  • 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


Requirements:Consistent timeliness and regular attendance. Job requires ability to work in an office 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 10 pounds.

May also require occasional driving and/or traveling overnight for business functions or site visits.

Vision requirements: Ability to see information in print and/or electronically.

Requirements:Consistent timeliness and regular attendance. Job requires ability to work in an office 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.




This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.

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Trouble Desk Clerk

Ross Stores, Inc