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:

You highly value a work environment built on a formal structure, rules, and regulations. You do not enjoy the unpredictability of shifting priorities and deadlines that upset your routine. You require and enjoy direction, input and accountability as part of your work environment. You have a strong need to participate in making key decisions and feel left out if your superiors or co-workers do not seek your input when making decisions. You thrive on providing good customer service to both internal or external customers, and doing so makes you feel good.

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: