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Ulta Beauty · 3 hours ago

Associate Merchant

Bolingbrook, IL

Full-time

Hybrid

Mid Level

$66K/yr - $85K/yr

3+ years exp

Ulta Beauty is the largest North American beauty retailer, revolutionizing the beauty retail experience through innovation and a commitment to re-imagination. The Associate Merchant will serve as the main point of contact for internal Guest Services partners, managing guest concerns and ensuring compliance with operational procedures to enhance guest satisfaction.

BeautyConsumer GoodsCosmeticsRetail

Responsibilities

Provide support to key departments (e.g. Supply Chain, Loss Prevention, Ecommerce, Marketplace, Loyalty, Store Ops, Social Media, Corporate Office (Executives) and so forth) to resolve guests concerns and issues by assisting with resolution, resources and escalation as well as recommending changes to processes when necessary

Provide support and ensure compliance to our policies and SOPs (Standard Operating Procedures) with the field teams, corporate and third-party partners, including the intake of complex issues such as harassment and discrimination and address the issue with the guest and/or escalate to the proper functional area as well as HR/LP/Legal when necessary

Lead the continuous process improvement process working with the Guest Services Training & Quality team, third party contact center, and internal customers to assess trends to identify opportunities and issues and provide solution recommendations and changes to processes when applicable

Assist customers by providing excellent customer services on highly escalated issues by being an active listener who can show empathy and patience in a non-scripted environment

Support Business Development initiatives and contributes by serving as the Guest Services Subject Matter Expert (SME) as well as support the execution and implementation of new projects

Marketplace liaison supporting guest escalations between Guest Services and Marketplace Operations and communicating directly with sellers for resolution and post-action activity

Partner with third party contact center and internal business partners to support and ensure targets on overall Service Level Agreements, quality and customer satisfaction are met

Ensure proper documentation for all communications with third party contact center including proper information is disseminated to all partners related to our extensive knowledge base, FAQs, updates to promotions and products to ensure most up to date information is provided to our specialists and guests, to deliver quality customer service

Support accountability and development of specialist and leadership performance by providing feedback to the 3rd party contact center when procedures are not followed correctly and/or to enhance the guest experience

Attend cross functional department meetings to proactively identify guest impacting issues and ensure that company decisions are made with a full understanding of how the guest will be affected

Responsible for monitoring, identifying, assigning level of urgency, escalating guest impacting issues and driving issue resolution in key focus areas including Ecommerce, Loyalty, Stores, Marketplace, social media and so forth

Ensure strong team performance through effective communication and collaboration

Maintain deep knowledge of company systems, policies, and processes

Own and update the social media knowledge base, response library, and SOPs

Participate in weekly reviews and calibrations to stay aligned with performance and trends

Qualification

Customer service experienceProcess improvementMicrosoft OfficeRetail experienceCommunication skillsAnalytical skillsOrganizational skillsProblem-solving skillsTime management skillsTeamworkLeadership skillsDecision-making skills