Genesco Work Values

Daily Duties at Genesco:

Maintain between 250 – 400 agents to meet business needs during peak seasons. Managing and redirecting 2 million plus contacts using multi-channels and meeting customer expectations. • Manage the day to day operations of Internet and phone-based order processing and mail-order customer service functions. This includes knowing all aspects of each business serviced, working with distribution to ensure timely and correct fulfillment, and resolving escalated issues. Assists with the catalog management system. Establish acceptable benchmarks for customer satisfaction and order processing operations and implement improvements accordingly. • Manage workforce schedules to accommodate anticipated demand/volume, authorize overtime, and control staffing costs. Ensure accurate sick/vacation/time-off records are maintained. • Create, plan, and monitor all aspects of budgeting and spending, including payroll, technology purchases, and others. • Manages Customer Service training and onboarding process, and ensures training is up to date. Established department policies and procedures. Conduct staff meetings to review policies and address gaps in service and/or department issues. Developed incentive programs to continuously improve employee morale and increase sales. • Developed and maintained excellent working relationship and communication with outside fulfillment partners, vendors, and other corporate departments.

What they like about Genesco:

The social vibrance of a hiring firm is very important to you. Your ability to make and maintain friendships there is a critical part of your decision. You would likely be dissatisfied with a workplace that is quiet, cold, or otherwise not particularly social. When you investigate a new hiring company, ask recruiters, managers, and potential co-workers about the social life and opportunities there. This is especially important when you are relocating; moving dramatically alters your social sphere both inside and outside the workplace.

Tags

Firepond Contact Center, Policies and Procedures, Customer Service, Management, Distribution, Order Processing, Budgeting, Payroll, Process Improvement, Oracle Parallel Server, presentation, profit and loss, supervisor

Skills

Firepond Contact Center, Policies and Procedures, Customer Service, Management, Distribution, Order Processing, Budgeting, Payroll, Process Improvement, Oracle Parallel Server

These are some of the questions we asked our climbers about their experiences with Genesco: