Ep 6. GSI Commerce

In the sixth episode of the first season of Undercover Boss, titled GSI Commerce, Michael Rubin, Chairman of GSI Commerce, dons a disguise to go undercover as a new employee of GSI Commerce. GSI Commerce is an online retailer that provides e-commerce and interactive marketing services for well-known brands, such as Toys "R" Us, Ralph Lauren, and many more.

Michael begins his journey by working in the shipping and receiving department where he learns about the fast-paced environment and the different roles within the team. He also discovers that the heat and long hours of working in a warehouse can take a toll on the employees' bodies, causing exhaustion and, in some cases, injury. Michael gets a chance to work with some of the employees and finds that the job is much more physically demanding than he had anticipated.

Next, Michael works in the customer service department where he takes calls from customers who have questions about their orders or want to make a return. Michael finds out that the job can be challenging and stressful, with some customers being difficult to deal with, but he also sees how important it is to provide excellent customer service and ensure that every customer is satisfied.

As Michael continues his journey, he works in the fulfillment and distribution departments, where he learns about the process of preparing and shipping orders. He discovers that the employees are often under a lot of pressure to meet the deadlines and fulfill the orders correctly. He also learns about the various roles involved in the process, such as quality control inspectors, pickers, packers, and shippers.

In one of the most heartwarming moments of the episode, Michael meets an employee named Robert, who is blind and works as an order picker. Michael sees firsthand how efficient Robert is in his work and how inspiring he is to his colleagues, who look up to him as a role model. Michael takes the opportunity to sit down and talk to Robert, and he learns about his life and the challenges he has faced. Michael is deeply moved by their conversation and gains a new appreciation for the resilience and strength of the human spirit.

During his time as an undercover employee, Michael also sees some areas where the company can improve. He notices that some of the employees are not trained properly, which can lead to mistakes in the orders. He also sees that some of the equipment is outdated, causing unnecessary delays in the process. Michael takes note of these issues and makes a mental note to address them later.

At the end of the episode, Michael reveals his true identity to the employees he worked with during his undercover journey. He expresses his gratitude to them for their hard work and dedication and surprises them with some well-deserved rewards. He also takes the opportunity to address some of the issues he noticed during his time undercover and promises to make changes to improve the working conditions and processes in the company.

Overall, the episode is a fascinating look into the inner workings of a major online retailer and the people who make it all possible. Michael Rubin's journey as an undercover employee is both insightful and inspiring, and it shows how important it is for company leaders to connect with their employees and understand their challenges and triumphs.