Supervisor, Trouble Desk

Our values start with our people, join a team that values you!

We are the nation’s largest off-price retailer with over 2,000 stores, and a strong track record of success and growth. Our focus has always been bringing our customers a constant stream of high-quality brands and on-trend merchandise at extraordinary savings. All while providing a fun and exciting treasure hunt experience.
As part of our team, you will experience:

• Success. Our winning team pursues excellence while learning and evolving
• Career growth. We develop industry leading talent because Ross grows when our people grow
• Teamwork. We work together to solve the hard problems and find the right solution
• Our commitment to Diversity, Equity & Inclusion, and our community. We celebrate the backgrounds, identities, and ideas of those who work and shop with us because our differences make us stronger. We strive to be a positive force in our community.

Our Corporate headquarters are in Dublin, CA, we have 3 buying offices in key markets in New York City, Los Angeles, and Boston, and 7 distribution centers nationwide. With 2022 revenues of $18.7 billion, we are a Fortune 500 company who is committed to providing an inclusive work environment with continuous learning opportunities and development for our teams.

Come see what’s in store: https://jobs.rossstores.com/creative/about

GENERAL PURPOSE:

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.

ESSENTIAL FUNCTIONS:

• 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.

COMPETENCIES:

• Collaboration

• Customer Service

• Communication

• Business Acumen

• Leadership

• Independence

• 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

PHYSICAL REQUIREMENTS/ADA:

Job requires ability to work in an office environment, primarily on a computer and on concrete floors.
Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc.
Consistent timeliness and regular attendance.
Vision requirements: Ability to see information in print and/or electronically.
This role requires full-time in-office presence, including to engage in in-person team interaction, meetings and collaboration, client support, mentoring, coaching, and/or feedback.

SUPERVISORY RESPONSIBILITIES:

1-6 non exempt DC Trouble Desk Clerks

DISCLAIMER
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.