• Lead eBusiness Customer Care Associate

    Job Locations US-TX-New Braunfels
    Posted Date 1 week ago(11/6/2018 9:49 AM)
    Job ID
    Business Unit
    Facilities Maintenance
    Job Post Category
    Customer Service
    Remote Position?
    Position Type
  • 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

    Responsible for administering and providing oversight for a wide variety of e-Business and web support customer care functions. Provide mentoring and direction for a team of online customer care associates. Respond to escalated inquiries regarding product selection, services and issues. . Ensure prompt and proper resolution of customer queries by providing additional information or engaging others to provide solutions per defined procedures.


    Major Tasks, Responsibilities and Key Accountabilities

    • Coordinates workload distribution of associates by reviewing web and online queues traffic and schedules accordingly. Reviews team and individual metrics, service levels and other performance indicators and recommends actions to improve performance.
    • Provides problem resolution and troubleshoots processes for escalated issues
    • Audits and provides quality control on services levels, inputs, and error rates.
    • Responds to customer order and quotation requests received via the email, chat or phone.
    • Utilizes a variety of software programs to resolve customer inquiries, conduct order tracking, gather information gathering, and/or troubleshooting issues.
    • Researches and suggests alternative products and solutions to customers. Represents products to support increased sales to web customers.
    • Reviews, analyzes, troubleshoots, and reports performance issues with web platforms. Escalates issues that cannot be resolved at the support level.
    • Provide mentoring and support to new associates on the team. Performs other duties as assigned.

    Nature and Scope

    • May modify processes to resolve situations.
    • Under limited supervision, relies on experience and exercises independent judgment to determine the best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies. Work typically involves periodic review of output by a supervisor or direct customers of the process.
    • Is sought out and/or assigned to provide general guidance/direction, training, and technical assistance to junior level support personnel. Contributes to employees' professional development but does not have hiring/firing authority.

    Work Environment

    • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
    • 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.
    • No travel required.

    Education and Experience

    • Technical certification or associate degree may be required in some areas. Generally 5-7 years of experience in a related area of responsibility.

    Preferred Qualifications & Job Specific Details

    Preferred Qualifications

    • 3 to 5 years' experience with email and/or live chat support.
    • SAP/eBiz/Avaya system experience.
    • Experience with web based basic shopping cart technology
    • Working knowledge of HD Supply customer service website.


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