Macy's Stores Operations Center Representative, Woodbridge Center - Full Time

Be part of an amazing story

Macy’s is more than just a store. We’re a story. One that’s captured the hearts and minds of America for more than 160 years. A story about innovations and traditions…about inspiring stores and irresistible products…about the excitement of the Macy’s 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We’ve been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Job Overview

The Macy’s Stores Operation Center (MSOC) Reps are an integral part of the Store Environment Team, supporting all Macy’s Inc. locations in the event of catastrophic emergencies, business impacting emergencies, and obtaining quick resolutions to all maintenance and environmental issues within each store.  MSOC Reps are required to respond to work on an “on call” basis for emergencies to support our stores business continuity and work non-standard hours and flexible shifts. This position will include communication and problem-solving emanating from both internal and external parties. This position requires meticulous attention to detail and the ability to direct and guide other parties on what is needed from them. This role will also perform other duties as assigned. 

All schedules include either Saturday or Sunday with day off during the week.  The MSOC is open 24 hours a day, including weekends and holidays.  Schedules are non-standard hours.

What You Will Do

MSOC is comprised of several teams.  The Macy’s Stores Operation Center (MSOC) Rep will include some or all the below duties and responsibilities depending on your area of assignment. 

• Utilize Service Channel for repair and service work orders
• Operate the Macy’s Inc. Oracle (MFA) based purchase order systems - issue purchase orders and update work orders accordingly
• Answer emergency calls from stores via the MACY911 hotline and make emergency notifications to senior management
• Receive emergency and non-emergency calls and take appropriate action
• Dispatch outside service providers to include by not limited to vertical transportation, trash management, pest control, cosmetic waste, universal waste, etc.
• Communicate with outside service providers
• Coordinate with facilities team and stores for resolution and completion on all store violations, including fire marshal and all other state and federal agencies
• Work with stores, vendors and Expense Payables for quick resolutions to vendor and facilities issues
• Assist in payment processing for store services
• Maintain a high level of customer service
• Perform various Store Environment assignments and special projects as delegated
• Adhere to MSOC processes and procedures
• Maintain regular, dependable attendance & punctuality
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities

Skills You Will Need

Technical Proficiency: Strong typing and computer skills, Microsoft Office (Teams, Outlook, Excel, etc) or equivalent, and familiarity with CMMS or other work order systems.  Preferred experience with Service Channel.

Analytical Skills: Ability to read, write, and interpret instructional documents such as reports and procedure manuals. 

Communication: Excellent written and verbal communication skills. Ability to remain calm in emergency situations.

Problem-Solving: Must be able to make sound decisions.  Have ability to prioritize and multi-task, and exhibit a strong sense of urgency and excellent follow up skills.

Reliability: Must be able to work independently with minimal supervision. Strong sense of urgency and excellent follow up skills.  Ability to work in an office/call center environment as this position is in a call center in Woodbridge, NJ and is not a remote call center position.

Who You Are

• Candidates with an Associate’s degree or equivalent work experience in a related field are encouraged to apply.
• Effective written and verbal communication skills; ability to draft reports and other communications; present to management and internal and external business partners; interpret technical documents such as safety rules, operating and maintenance instructions, and procedure manuals.  
• Ability to add, subtract, multiply, and divide all units of measure, using whole numbers, common fractions, and decimals; compute rate, ratio, and percent; draw and interpret bar graphs.
• Ability to define problems, collect