12 days old

SERVICE DEPT LEAD

Middleburg, FL 32068
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003EService Department Lead Associates (SDL) will oversee the operations of the Customer Service Desk in the absence of the Customer Service Desk Supervisor; they will assist in the supervision and training of Customer Service Associates, Customer Service Greeters, and Order Fulfillment Associates. SDL work with the Customer Service team to provide outstanding service to Customers and ensure their needs are met. SDL supports Customer Service by expediting phone calls throughout the store, responding to general questions, finding customers the proper associates to assist as needed, facilitating all customer order types (Returns, BOPIS, BOSS, Will Call, Store to Store, Delivery) and resolving any customer issues that arise. They will also assist Service Department Supervisor in maintaining several reports (e.g., Special Services Controllable, Special Orders on Hand, and Book and Physical reports) to drive outstanding service, store appearance and in stock position. Each associate has the responsibility of providing a safe working and shopping environment by following all safety policies and standards, completing specified safety training, immediately correcting hazards and unsafe conditions or reporting conditions to the Manager on Duty, and working safely as not to endanger themselves, co workers, vendors, or customers.\u003Cbr /\u003E\u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E-Support Customers \u003Cbr /\u003EOffer a friendly greeting to customers \u003Cbr /\u003EAnswer and respond to customer phone calls and inquiries quickly, accurately and professionally \u003Cbr /\u003EResolve customer complaints or involve the appropriate manager to ensure customer satisfaction \u003Cbr /\u003EAs necessary assist in picking/staging, releasing customer orders, answering customer questions (in person or via the telephone) for Special Orders, Installs, Deliveries, Will calls (Regular Merchandise, Special Order, Buy Online Pick Up In Store (BOPIS), Buy Online Ship to Store (BOSS) and Store to Store Pickup (Store to Store)) and Measure orders \u003Cbr /\u003EPartner with MOD/Sales Departments to assist with Order Fulfillment as needed \u003Cbr /\u003EEnsure Service associates inform customers of what to expect throughout their order life cycle and keep customers aware of any changes or concerns that may arise on their order; partner with COS when necessary to resolve requests and issues quickly \u003Cbr /\u003EFamiliar with current ads and promotions, including credit and special order/install offers and inform customers of these promotions as appropriate. Ensure customers understand THD warranty, customer order policies and \u0093Terms and Conditions\u0022 as applicable \u003Cbr /\u003EMaintain an uncluttered Customer Order storage area, ensuring that items are properly labeled/located and staged for customer pickup \u003Cbr /\u003E -Manage End to End Order Fulfillment \u003Cbr /\u003EFollow up on Services Priority Bin ensuring customer issues are resolved in a timely manner \u003Cbr /\u003EEnsure Special orders, Buy Online Pick up In store (BOPIS), Buy Online Ship to Store (BOSS), Store to Store (buy from one store, pick up from another) orders are pulled and staged for Customers within service level agreement expectations. \u003Cbr /\u003EVerify customers are receiving everything they ordered, and all orders are being released properly \u003Cbr /\u003EEnsure all orders are pulled for next day deliveries; confirm product is damage free, of good quality, accurately bundled \u0026 timely \u003Cbr /\u003E -Support Store Profitability\u0022Review and update reporting and escalate issues to Service Department Supervisor as appropriate \u003Cbr /\u003EReview and analyze Customer Service Desk to ensure all orders are being handled in a way that does not create shrink or excess markdowns. \u003Cbr /\u003EEnsure preparedness for inventory \u003Cbr /\u003E -Drive Sales \u003Cbr /\u003E\u0022Ensure associates are trained to perform all functions of the Service Department \u003Cbr /\u003E-Associates are aware and accurately process sales promotions \u003Cbr /\u003E-Associates are familiar with reference and application tools on myApron \u003Cbr /\u003E-Associates can process basic installation changes and revisions\u0022 \u003Cbr /\u003E-Order Fulfillment \u003Cbr /\u003EManages Special Order product location for disposition (delivery, pick up). Ensures that Associates can process special order issue resolution and fulfillment \u003Cbr /\u003EFollow-up on Customer Services Priority Bin ensuring customer issues are resolved in a timely manner \u003Cbr /\u003EFollow-up on Special Services, BOSS, BOPIS and Store to Store Will Calls ensuring customer product pick up in a timely manner or returned to stock upon cancellation \u003Cbr /\u003ETake orders and make any order corrections in the computer, in person or over the phone \u003Cbr /\u003E -Supports Positive and Productive Work Environment \u003Cbr /\u003EOversees operations of Customer Service Desk \u003Cbr /\u003ECollaborate with Service Department Supervisor to make mark-down decisions \u003Cbr /\u003ECommunicate store and Home Depot objectives to associates \u003Cbr /\u003ETrain, coach, and develop associates on customer service expectations \u003Cbr /\u003EProvide input into performance appraisals for Order Fulfillment Associates, Customer Service Associates and Greeters \u0026lt;b\u003Cbr /\u003E\u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003EHas no direct reports.\u003Cbr /\u003E\u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EEnvironment: \u003C/strong\u003E\u003Cbr /\u003EUsually in a comfortable environment but with regular exposure to factors causing moderate physical discomfort from such things as dust, fumes or odors.\u003Cbr /\u003E\u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003ETypically requires overnight travel less than 10% of the time.\u003Cbr /\u003E\u003Cstrong\u003EAdditional Environmental Job Requirements: \u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003EMust be eighteen years of age or older.\u003Cbr /\u003EMust be legally permitted to work in the United States.\u003Cbr /\u003E\u003Cstrong\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003EThe knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.\u003Cbr /\u003E\u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E0 years\u003Cbr /\u003E\u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003EMust continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).\u003Cbr /\u003E\u003Cstrong\u003EAdditional Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003EPrior supervisory experience \u003Cbr /\u003EPrior retail experience\u003Cbr /\u003E\u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003EHold\u003C/div\u003E

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Posted: 2019-11-07 Expires: 2019-12-11

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SERVICE DEPT LEAD

Home Depot
Middleburg, FL 32068

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