1+ months

AREA SUPERVISOR/Customer Service Resolution and Quality Assurance THD PRO #3290 - LAVERGNE, TN

Nashville, TN 37221
JobTitle: AREA SUPERVISOR/Customer Service Resolution and Quality Assurance THD PRO #3290 - LAVERGNE, TN
Job ID: 358234_en-us
Salary Range: null- null
Job Category: Distribution/Transportation Facilities
Employment type: Full Time

Position Description:
POSITION PURPOSE

Area Operations Supervisor Customer Resolution and Quality Assurance

Oversees the product, the process and the associates that resolve customer issues, which are typically complex in scope. This individual is accountable for driving team productivity while providing pro-active customer service and dispute resolution. Holds key responsibility for driving continuous improvement of customer service results, including transportation partnership.  Partners with team leaders to identify and resolve business issues that create barriers to sales. Ensures customer issues flow through problem resolution, system and process quality. This role will build relationships with internal and external customers, vendors, and functional groups to improve overall customer service within the DC and service to external customers and supported local DCs. 

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES 

100% - Manages core function by working with team to drive resolution of customer service opportunities

  • Drives continuous improvement of processes and productivity.
  • Establishes measurement systems and accountability of team members.
  • Coaches and develops associates.
  • Ensures that staff receives the necessary resources and training to deliver effective services.
  • Selects, develops, and motivates assigned staff. - Considers new approaches within general policies and short-term goals when solving problems. - Expected to provide infrequent status reports to management only as appropriate
  • Oversee the identification, analysis and resolution of all customer service, warehouse management system and process issues.
  • Oversees customer service, ensuring regular cycle counts and associated accounts, reports, reconciliations and archives are in place.
  • Oversee customer service and quality assurance audits and the creation of detailed reports of deficiencies found, including defects and load quality compliance. 
  • Assists GM or AGM with the evaluation of the effectiveness of and recommends alternatives for work methods, procedures, controls and staffing to achieve highest standards of customer service. 
  • Coaches, trains, and develops Associates informally and through formal training programs, providing both informal (e.g. on-floor coaching) and formal (e.g. written evaluation) job performance based feedback. Maintains a union free work environment by creating an employee-centered work place that demonstrates care and concern for all Associates.
  • Drives accuracy and awareness by training managers and associates on the customer order system. 10% Depending on need, may work with the GM to manage relationship with outside sales teams, onsite delivery or transportation agent for all outbound loads, review transportation carrier performance with transportation Associates

     

    NATURE AND SCOPE 

    • Reports to DC Assistant General Manager or DC Transportation Manager. Accountable for direct supervision of the work activities of others in addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.

      ENVIRONMENTAL JOB REQUIREMENTS

      Environment:
      Located in a comfortable indoor area. Any unpleasant condition

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


Categories

Posted: 2020-08-27 Expires: 2020-10-25

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AREA SUPERVISOR/Customer Service Resolution and Quality Assurance THD PRO #3290 - LAVERGNE, TN

Home Depot, Inc.
Nashville, TN 37221

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