Job Description

Be part of an amazing story.

Macy’s is more than just a store. We’re a story. One that’s captured the hearts and minds of America for more than 160 years. A story about innovations and traditions…about inspiring stores and irresistible products…about the excitement of the Macy’s 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We’ve been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Job Summary

The Special Order Lead provides training, guidance, and daily support to the Special Order colleague team. Operating within the Merchant organization, the Special Order area focuses on placing orders, maintaining purchase order dates, and resolving customer issues. The role serves as a key partner to Big Ticket merchants and selling teams by addressing customer questions and concerns while delivering a best-in-class customer experience.

The Lead manages inquiries and action items submitted by cross functional teams, supports Special Order colleagues as needed, and ensures the timely and accurate resolution of issues. The role requires strong problem solving skills, the ability to prioritize work effectively, and clear, consistent communication with partners across the organization, including Stores, Customer Service, Buying Offices, and Vendors. The Lead also identifies recurring trends and communicates insights to management.

What You Will Do

• Monitor, manage, and respond to inquiries received via email, Teams, and SharePoint logs.
• Partner with Special Order colleagues to research and resolve issues, including vendor specific escalations.
• Train and support colleagues on store and online custom order processes; provide follow up coaching as needed.
• Create, update, and maintain training materials, procedures, and job aids.
• Develop standardized communication scripts to improve collaboration with selling teams.
• Identify issues, determine appropriate resolutions, and escalate when necessary.
• Monitor customer service inquiries daily and coordinate timely resolution with vendors and internal partners.
• Collaborate with merchants and vendors to gather required information and resolve issues efficiently.
• Build and maintain working knowledge of Sales, Purchase Order, and Receiving systems.
• Research report exceptions and communicate findings to appropriate partners in a timely manner.
• Manage sales checks tied to problem purchase orders to reduce customer wait times while preserving original wait sequence integrity.
• Handle presidential or executive level customer complaints as needed.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
• In addition to the essential duties mentioned above, other duties may be assigned.

Skills You Will Need

Strong Written and Verbal Communication: Clearly communicates with Stores, Customer Service, Buying Offices, Merchants, and Vendors across email, Teams, and documentation

Cross Functional Partnership: Works effectively with merchants, vendors, and selling teams to gather information, resolve issues, and align on outcomes

Customer Focused Communication: Handles sensitive customer situations—including executive level complaints—with professionalism, clarity, and empathy

Critical Thinking: Quickly assesses issues, identifies root causes, and determines appropriate resolutions across a wide range of order and customer scenarios

Judgment and Escalation: Knows when to resolve independently versus when to escalate vendor specific or complex issues

Prioritization and Time Management: Manages a high volume of inquiries, action items, and exceptions while meeting service level expectations

Attention to Detail: Ensures accuracy in purchase order dates, reports, sales checks, and issue resolution to minimize customer impact

Microsoft Tools: Intermediate proficiency in Microsoft Excel and Outlook; comfortable working across Teams and SharePoint logs

Who You Are

• Candidates with a High School diploma or equivalent are encouraged to apply.
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
• Able to work a flexible schedule based on department and company needs.

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some additional benefits we offer include:

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice

Access the full menu of benefits offerings here.

About Us

This is a great time to join Macy’s! Whether you’re helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people’s lives.

Join us and help write the next chapter in our story - Apply Today!

This job description is not all-inclusive and may not apply to colleagues covered by a collective bargaining agreement. Macy's Inc. reserves the right to amend this job description at any time. Macy's Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

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