Home Depot CUSTOMER ORDER SPECIALIST in Lake Park, Florida
Customer Order Specialists support three primary store priorities: Customers First, In Stock, and Store Appearance. Customer Order
Specialists support Customers First by providing timely and accurate fulfillment of all special order and installation projects from the initial sale through project completion and ensuring complete customer satisfaction. Customer Order Specialists proactively contact customers to keep them informed of the status of the install, any preparation required for install, and any other information regarding the order (e.g., time of installation). Customer Order Specialists also react to customer calls when there are questions and concerns with installations. Customer Order Specialists support In Stock initiatives by contacting vendors and service providers in order to establish shipment and installation dates, inquire about in-stocks, product receipts and place any re-orders and order updates. Customer Order Specialist will interact with vendors, installers, associates in the store, trucking/shipping companies and the customers to ensure that excellent customer service is achieved. Customer Order Specialists support the Store Appearance priority by ensuring removal of debris from aisles and work spaces to promote a shopping environment that is appealing and safe. By supporting these three priorities, Customer Order Specialists drive sales to support store goals. Each associate has the responsibility of providing a
safe working and shopping environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions or reporting conditions to the Manager On Duty, and working safely as not to endanger themselves, co-workers, vendors, or customers.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
Support Customers First Priority:
-Provide proactive post-sale follow up, focusing on the customer experience
-Document all customer interactions in the computer system for tracking
-Prioritize customer issues, dealing with high priorities first
-Understand each customer s specifications
-Follow key standards customer process
-Be the customers' expert on special orders and installed sales
-Stay in contact with service provider/vendor to ensure they are meeting customer needs
-Escalate customer complaints or concerns to SASM, SM or DSM as appropriate
-Work with SASM and SM on Customer Care resolutions
-Execute all reporting related to position
Support In-Stock Priority:
-Maintain oversight on special orders and installs to ensure execution
-Respond to Service Provider/Vendor calls, emails and ExtraNet notes in a timely manner
-Document all Service Provider/Vendor interactions in the computer system for tracking
-Utilize all available tools to receive, review, respond and update information
-Build positive relationships with Service Providers and Vendors
Support Store Appearance Priority:
-Review merchandise presentation, signing and pricing daily and escalate issues to Supervisor
-Clean and dust displays, products and shelves
-Partner with Department Supervisors to ensure Special Order catalogs are current and maintained
-Review weekly report and partner with supervisor to take appropriate action
-Review the Process Variance Forms with the SASM to flag and maintain margin integrity issues
-Correctly processes change orders, increases in scope and trip charges
-Maintain awareness of current promotions
-Ensure that all chargebacks are issued and processed
-Utilize the Balance Due Report to ensure collection of all install-related chargebacks
NATURE AND SCOPE
-Associates may encounter an uneven walking surface due to temporary cracks in the floor
-Associates may have exposure to dust, gas fumes emitted by power equipment, and noise
-Associates may be exposed to external weather conditions, drafts and interior temperature changes, and slippery floors
-Associates may handle merchandise, supplies, and tools with sharp edges or that contain hazardous materials
ENVIRONMENTAL JOB REQUIREMENTS
Usually in a comfortable environment but with regular exposure to factors causing moderate physical discomfort from such things as dust, fumes or odors.
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 0 years
Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).
Customer Service experience
Retail, Specialty Retail, Outside Sales or Trade experience
Knowledge, Skills, Abilities and Competencies:Customer Driven: Provides outstanding customer service (to both internal and external customers); follows through on responsibilities to customers; recovers from any errors made and leaves customer satisfied.
Gets Things Done: Demonstrates the ability to get results despite a large workload, competing demands and a fast-paced environment. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.