Sally Beauty

  • POS Coordinator

    Job Location US-TX-Denton
    Posted Date 2 months ago(6/26/2018 12:21 PM)
  • Overview

    Sally Beauty Holdings (NYSE: SBH) is the world's largest wholesale and retail distributor of beauty supplies. Our world headquarters is conveniently located just 5 minutes north of Lake Lewisville off of I35E.


    Our company is currently seeking a POS Coordinator.  This person serves as the first point of contact for POS end users seeking assistance regarding policy, software, hardware, telephone and network technology issues. 


    • Provides user friendly and professional step by step telephone support to resolve calls routed from the ACD queue and voicemail messages.
    • Documents all service calls and requests using current call management/tracking tools supplied by the company.  Updates issues with status information including any actions taken, leveraging senior Technical Support staff when appropriate.
    • Utilizes various support tools to troubleshoot and research user issues:  Examples - Knowledge Bases, RDP, SCCM, SolarWinds, SharePoint and the AS/400 platform.
    • Troubleshoots connectivity issues with analog modem telephone lines/cords, DSL modem and router and open repair tickets with appropriate vendor when necessary
    • Identifies possible PCI data security breaches by contacting stores on a quarterly basis and verifying security policies are being followed. 
    • Verifies successful completion of daily jobs (DM Snapshot and Nitejobs)
    • Completes nightly closing procedures
    • Completes monthly jobs
    • Maintains DM/TM location spreadsheets on weekends and holidays
    • Looks up Beauty Club card numbers for customers whose cards are lost or stolen via Sally1
    • Submits changes and suggestions for the Knowledge Base in Service-Now or SharePoint
    • Assists in completion of morning polling (contact stores missing data with instructions for transmitting data)
    • Maintains inventory tracking system by properly logging ship calls, closes ship calls once equipment has been installed and calls stores to request delinquent equipment be returned and tracking lost parts via UPS web site.
    • Trains and assists new POS Coordinators
    • Assists with the upgrade and installation of POS systems at new stores and adds new registers to already multiple register systems.
    • Broad range of network, desktop and mainframe knowledge is highly desirable, including experience in the following:
    • Network Experience:  DSL, Wireless, Routers, Ethernet
    •  Desktop Experience:  Windows 7, knowledge of basic System Administration functions 
    •  Basic Networking: Familiarity with connectivity software, Point-of-Sale preferred
    •  Basic computer architecture and hardware integration with other peripherals


    • High School graduate or equivalent
    • Associate or Bachelor's Degree preferred, Computer Science
    • Requires 1 - 4 years of POS experience in a help desk capacity
    • Two year technical degree or equivalent related work experience
    • Experience in a networked computing environment
    • Proven commitment to high quality customer service
    • Accurately analyze severity of problem and escalate according to set procedures
    • Demonstrate strong customer service by focusing on courteous phone demeanor, sense of urgency, awareness of other incoming calls, thoroughness in documentation of service requests, and prompt follow-up to ensure total customer satisfaction 
    • Strong written/oral communication skills, patient and friendly phone skills, good typing, organizational and time management skills
    • Ability to multi-task while remaining focused on quality and results
    • Ability to handle 35 to 50 inbound calls daily in a fast-paced Help Desk environment
    • Ability to adapt to change and changing schedules/situations
    • Ability to work rotating shifts, weekends and holidays

    We offer a competitive salary, outstanding benefits package that includes medical, dental, vision. Life insurance, paid vacation and sick days, paid holidays, merchandise discounts, tuition reimbursement, profit sharing, and 401(k) with company match.


    Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, or disability.




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