Job Directory Depot Service Team - Analyst

Depot Service Team - Analyst
Medway, MA

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Job Description

The Depot Service Team Analyst will be supporting the order fulfillment of a wide selection of retail and network equipment including but not limited to traffic counters, point of sale servers, cash registers, wireless access points, routers and switches. This position will require a dynamic person with excellent data entry skills, good Excel skills as well as excellent customer service capabilities. The ideal candidate will be familiar with various retail and network technologies, equipment and capabilities.

Spencer's Depot Service Team services some of the top retail and multi-store organizations in the country and strives to provide unparalleled service and support. Shifts vary depending upon business needs.


* Handling Ship Only service requests in Spencers internal systems.
* Handling Return Merchandise Authorization (RMA) Requests and follow up
* Generate reports to help ensure client SLAs are being met
* Follow up with requestor(s) in the event there are known issues (ie. Out of stock)
* Work closely with peers and cross functional teams to drive resolution while providing excellent customer service to all.
* Writes or drafts reports, articles or other communications to internal and external customers and associates.
* Performs research activities by utilizing computer software to obtain information and diagnose root cause.
* Clearly document work expected and completed by remote field resources.
* Provides consultation, makes recommendations, gives appropriate advice, and/or facilitates decisions.
* Speak clearly, concisely and effectively; listen to, and understand, information and ideas as presented verbally.
* Ability to work during regularly scheduled and unscheduled evening and weekend hours to support ongoing implementation activities and remediation projects.
* Secondary job will be as a backup for standard service job processing during downtime and/or heavy periods of service volume.
* Other duties assigned


* Minimum 3 years computer service experience in a fast paced business environment
* Excellent Working Knowledge of Microsoft Business Applications (Excel, Outlook, PowerPoint, Visio)
* Good understanding of technology concepts and design, specific focus on store/remote architecture.
* Retail or Multi-Store environment experience preferred but not required
* Excellent customer service skills and comfortable with remote/telephone support functions
* Strong communications skills (verbal and written).
* Ability to work in both team environments and as an individual contributor.
* Ability to sit for extended periods at a keyboard to enter information and read displays.
* Ability to work various shifts as needed for coverage

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