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.

　　Monitors, coaches, and educates team regarding department incentive and initiative program(s).

　　Works with associates and customers to solve problems and ensure customer satisfaction.

　　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.

　　Ensures that work is performed consistently with company policies and procedures.

　　Leads a group or team of support, craft, or lower level professional associates.

　　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.

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

　　Education and Experience

　　Typically requires BS/BA in a related discipline. Generally 5+ years of experience in a related field. May require certification. Advanced degree may offset less experience in some disciplines.Our Goals for Diversity, Equity, and Inclusion

　　We are committed to creating a culture that promotes equity, respect, and advocacy for every HD Supply associate. We value the diversity of our people.

　　Equal Employment Opportunity

　　HD Supply is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

　　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.