The Omni Service Specialist collaborates with the store leadership team in ownership of all omni services to ensure a seamless customer experience.

BUSINESS OPERATIONS

• Ensures omni-channel functions are processed timely and accurately including PPS, BOPIS and Direct Returns.
• Follows best practices and protocols to ensure organized processes are in place.
• Effectively oversees supply needs, related technology, workstations, order staging and pickup areas.
• Collaborates with store leadership team to ensure all omni functions are maximized to maintain efficiencies.
• Sets an energized pace to establish and maintain omni-channel standards and service level agreements.
• Properly actions orders depending on status including in store, in transit and ready to return to stock.

CUSTOMER EXPERIENCE

• Executes a seamless, omni-channel shopping experience through an expertise in omni systems and applications.
• Demonstrates accountability for outgoing product presentation and protection through use of proper packaging.
• Ensures timely flow of orders to prevent backlog, limit cancellations and maintain proper customer touchpoints.
• Strategically processes order queue and daily workload to prioritize fulfillment of expedited orders.

COMMUNICATION RELATIONSHIPS

• Shares progress on results and articulates support needs while providing solutions.
• Proactively escalates issues that may be impacting the ability to fulfill allocated orders.
• Provides store team with insight related to the omni channel experience.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.