Job Description

TITLE: Help Desk Representative

FUNCTION: Logistics                

DEPARTMENT: Transportation / Help Desk

REPORTS TO: Help Desk Supervisor

DIRECT REPORTS: None

OVERALL JOB FUNCTION: Responsible to provide excellent service to the stores by handling all store calls with accuracy, quality, and efficiency, according to H&M values, policies and procedures. Resolves store inquiries within a timely manner to ensure the warehouse can deliver on H&M’s high standards.

JOB RESPONSIBILITY INCLUDING BUT NOT LIMITED TO:

·        Produces and tracks all daily and weekly reports of Help Desk calls and resolutions.

·        Provides excellent service to our stores.

·        Has up-to-date knowledge about products, services and routines.

·        Maximizes time available to stores through great efficiency.

·        Resolves store inquiries in a professional manner.

·        Provides timely responses to store/district/regional/support function via phone or e-mail communication.

·        Provides feedback regarding the stores feedback to the rest of the organization.

·        Always strives for first contact resolution to keep the stores satisfied.

·        Communicates with Help Desk supervisor and internal departments when case requires escalation.

·        Collects and tracks relevant data, maintaining accurate records for received and shipped items.

·        Maintain the system knowledge needed to provide excellent customer service.

·        Completes all required paperwork and ensures compliance and accuracy.

·        Completes logistics statistics file updating, creates daily, weekly and monthly reports.

·        Tracks, and traces all discrepancies reported to the Helpdesk in a timely fashion

FINANCIAL ACCOUNTABILITY: None

MINIMUM CANDIDATE QUALIFICATIONS:

·        Associate degree or equivalent years of experience

·        1 year of retail experience preferred

COMPETENCIES:

·        Strong customer service orientation, including a friendly, helpful and professional demeanor

·        Ability to communicate, both verbally and in writing, in a clear professional manner

·        Courteous and polite telephone etiquette, with great listening skills

• PC skills including MS Office programs for Windows (Excel, Word, Outlook, etc.).

·        Ability to think independently and propose new routines

·        Strong current and working knowledge of logistics routines preferred

• Strong analytical, critical thinking, problem-solving and decision-making abilities
• Detail oriented with strong organization, time management, and interpersonal skills.
• Ability to work in a fast paced and dynamic environment

JOB STATUS: Hourly, Non-Exempt

EEOC CLASSIFICATION: OFC

Additional Information

All your information will be kept confidential according to EEO guidelines.