HD Supply Customer Care Associate II - FM in Waukegan, Illinois
Provide customer service by responding to inquiries regarding product selection, services and issues. Associates will be responsible for knowledge on 20,000 products and 3 catalogues.
Major Tasks, Responsibilities and Key Accountabilities
Responds to customer order and quotation requests received via the telephone, e-mail, written, and faxed correspondence within the department service goals.
Performs necessary follow-up to ensure customer service expectations are met. Builds relationships if assigned a specific customer base.
Researches and suggests alternative products to customers. Provides representation of products, increasing sales wherever appropriate or as requested.
Uses computerized system for tracking, information gathering, and/or troubleshooting.
Resolves customer issues including issuance of credit concessions.
Utilizes in-depth product knowledge to answer more specialized product calls. May be responsible for outbound calls to vendors.
Selects correct processes from clearly prescribed rules, past practices or instruction. Seeks advice and guidance on non-routine or problem areas from supervisor. Deviations from the norm are cleared by the supervisor.
Understands and supports compliance issues if required for assigned customer base.
Nature and Scope
Refers complex, unusual problems to supervisor.
Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, techniques. Work typically involves regular review of output by a senior co worker or supervisor.
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
No travel required.
Must be eighteen years of age
Must pass the Drug Test
Must pass the Background Check
Must pass pre-employment tests if applicable
Education and Experience
- HS Diploma or GED, strongly preferred. Specialized skills training/certification may be required. Generally 2 - 5 years of experience in area of responsibility.
Ability to multitask smoothly and efficiently.
Previous Customer Service experience.
Industry product knowledge.
Passion for customers and delivering top quality customer service.
Ability to learn both independently and in group settings.
Ability to work in a fast paced environment
Basic level knowledge of Microsoft Office tools: Excel, Word and Outlook.
Req ID HDJR-002249
Functional Area Customer Service
Position Type Regular
HD Supply is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer. HD Supply considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law.