• Supervisor, Customer Care

    Job Locations US-GA-Marietta
    Posted Date 1 week ago(4/13/2018 8:57 AM)
    Job ID
    2018-26864
    Business Unit
    Facilities Maintenance
    Job Post Category
    Customer Service
    Remote Position?
    No
    Position Type
    Full-Time
  • Company Overview

    HD Supply (NASDAQ:HDS) (www.hdsupply.com) is one of the largest industrial distributors in North America. The company provides a broad range of products and value-add services to approximately 500,000 customers with leadership positions in maintenance, repair and operations and specialty construction sectors. Through approximately 260 locations across 36 states and six Canadian provinces, the company's approximately 11,000 associates provide localized, customer-driven services including jobsite delivery, will call or direct-ship options, diversified logistics and innovative solutions that contribute to its customers' success. With an active commitment to the communities in which we operate, HD Supply associates are part of a thriving organization that supports the virtues of wellness, diversity and inclusion – all of which are top priorities for the company. Equally as important is empowering our associates to grow professionally while providing competitive benefits and compensation. If you’re ready to find a rewarding career and achieve your full potential with a growing industry leader, HD Supply is ready for you!

    Job Description & Qualifications

    Job Summary

    Oversee the day-to-day operations and supervision of the Customer Service team.

     

    Major Tasks, Responsibilities and Key Accountabilities

    • Coaches Customer Service team to meet or exceed minimum performance standards. Supervises customer service resources to minimize customer wait time. Ensures that customer services are provided including answering customer inquiries, providing customers with information, and resolving routine to moderately complex problems.
    • Monitors call-waiting times and adjusts schedules as necessary to provide adequate coverage during peak volume periods.
    • Maintains individual and department productivity reports, publishing daily, weekly, monthly, and year-to-date statistics.
    • Participates in the administration of personnel issues including interviewing and recommendations for hire, performance management, and training and development of assigned staff. Trains and mentors new Customer Service staff on all operational procedures, product lines, sales and service standards and the training checklist.
    • Creates and maintains product and customer master files in the system.
    • Responsible for taking escalated calls.

    Nature and Scope 

    • Experience provides solutions.
    • Ensure that work is performed consistently with HD Supply policies and procedures.
    • Leads a group or team of support, craft, or lower level professional associates.

    Work Environment

    • 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.
    • Typically requires overnight travel less than 10% of the time.

    Education and Experience 

    • Typically requires BS/BA in related discipline. Generally 5+ years experience in related field. May require certification. Advanced degree may offset less experience in some disciplines.

       

    Preferred Qualifications & Job Specific Details

    Preferred Qualifications

    • Bachelor's Degree.
    • 2 years of supervisory experience.

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