Transportation Specialist - Call Center

Company Name:
Gap Inc.
Title: Transportation Specialist - Call Center
Other Locations:
Hours: Sunday- Thursday: 2:00pm - 10:00pm - Shift flexibility required depending on business need.
Summary: This position is responsible to execute the day to day frontline operations of the Service Contact Center. The primary responsibilities include; providing superior customer service by initiating proactive communication regarding delivery issues and initiatives to our US, Canada, Europe, and Asia Retail Stores, Brands, and Third Party Providers. The work performed by the Transportation Specialist ensures the successful movement and processing of Gap Inc. product in and out of our DCs, through our Third Party Providers, and to our Retail Store Locations all the while actively support initiatives, projects, and strategies with focus on on-going performance improvement.
Essential Duties & Responsibilities:
Accurately communicate service and support improvement opportunities to the Operations Teams management, DCs, Third Party Providers, and Corporate Planning and Communications groups.
Ensure communication of all delivery changes and/or updates to all field, distribution, and planning personnel
Assist Transportation Management on key projects by providing support and analysis as needed or requested
Support team goals aligned with business vision/operating plan
Support Brand-specific initiatives and programs
Serve as an frontline point of contact for operational/project-related issues
Meet or exceed all customer, technical, dashboard and operational performance/quality standards
Partner with leadership on additional duties, cross-functional support needs and projects as requested
Align daily decision-making and individual performance goals with business strategy and operating plan
Communicate opportunities to maintain/improve service and minimize costs in support of departmental budget
Complete basic cost analysis to support business decisions
Demonstrate technical/functional skills and knowledge to meet performance expectations
Conduct root-cause analysis on key business issues for issue resolution and to take appropriate resolution action to prevent future occurrence and deliver work outputs that meet the needs of targeted customers
Utilize in-depth knowledge of transportation processes to ensure decision-making positively impacts performance and incorporate insights from industry and customers in decision-making
Communicate critical information to internal and external partners in clear, concise, and professional manner
Ensure Gap Inc. performance expectations for external providers are clearly communicated, reinforced, measured and met
Pro-actively educate and respond to stakeholders and service partners with accurate and timely detail
Perform daily transportation procedures/operations and execute against documented project plans and service level agreements
Act as immediate point-of-contact for issue identification/resolution and escalate as appropriate
Meet or exceed all customer, technical, dashboard, and operational performance/quality standards
Own self-development through PPA process, monthly 1:1 touchbase meetings (minimum frequency), Talent Profile update, and planning professional developmental goals to increase functional expertise
Support on-boarding and knowledge transfer by educating peers/new hires
Staff frontline phone lines of Service Contact Center to record, address, and update delivery issues reported from the field within 24 hours, to drive service improvement.
Excellent Customer Service skills required
Excellent verbal and written communication skills required
Professional Phone Presence
Strong Interpersonal and Communication Skills
Strong Problem-Solving, Organizational, Planning, Conflict Resolution, Analytical skills, Decision Making
Computer Skills with Microsoft Excel, PowerPoint and Word applications required
Ability to work under pressure with high sense of urgency and manage multiple priorities
Ability to drive for results
Ability to maintain confidentiality
Strong Attention to Detail and Follow-up
Ability to make decisions independently and work with minimal supervision
Knowledge of Supply Chain
Minimum experience:
2 years professional experience in Logistics, Retail, Call Center, Customer Service or equivalent education
Minimum educational level:
BA/BS degree
Physical Requirements:
Flexible to work non-traditional hours (shift, weekend, and holidays) to support 24x7 operations
Flexible to adjust hours/schedule on short-notice (same day/weekend) to support unplanned issue resolutionLogistics/Distribution Center
Organization: Corporate

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