7 days old


Middleburg, FL 32068
Job ID: 343390_en-us
Salary Range: 0.0- 0.0
Job Category: Retail/Merchandising
Employment type: Full Time

Position Description:
Service 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.
-Support Customers
Offer a friendly greeting to customers
Answer and respond to customer phone calls and inquiries quickly, accurately and professionally
Resolve customer complaints or involve the appropriate manager to ensure customer satisfaction
As 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
Partner with MOD/Sales Departments to assist with Order Fulfillment as needed
Ensure 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
Familiar 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 “Terms and Conditions\" as applicable
Maintain an uncluttered Customer Order storage area, ensuring that items are properly labeled/located and staged for customer pickup
-Manage End to End Order Fulfillment
Follow up on Services Priority Bin ensuring customer issues are resolved in a timely manner
Ensure 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.
Verify customers are receiving everything they ordered, and all orders are being released properly
Ensure all orders are pulled for next day deliveries; confirm product is damage free, of good quality, accurately bundled & timely
-Support Store Profitability\"Review and update reporting and escalate issues to Service Department Supervisor as appropriate
Review and analyze Customer Service Desk to ensure all orders are being handled in a way that does not create shrink or excess markdowns.
Ensure preparedness for inventory
-Drive Sales
\"Ensure associates are trained to perform all functions of the Service Department
-Associates are aware and accurately process sales promotions
-Associates are familiar with reference and application tools on myApron
-Associates can process basic installation changes and revisions\"
-Order Fulfillment
Manages Special Order product location for disposition (delivery, pick up). Ensures that Associates can process special order issue resolution and fulfillment
Follow-up on Customer Services Priority Bin ensuring customer issues are resolved in a timely manner
Follow-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
Take orders and make any order corrections in the computer, in person or over the phone
-Supports Positive and Productive Work Environment
Oversees operations of Customer Service Desk
Collaborate with Service Department Supervisor to make mark-down decisions
Communicate store and Home Depot objectives to associates
Train, coach, and develop associates on customer service expectations
Provide input into performance appraisals for Order Fulfillment Associates, Customer Service Associates and Greeters NATURE AND SCOPE
Has no direct reports.
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:


Posted: 2020-01-09 Expires: 2020-02-08

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Home Depot, Inc.
Middleburg, FL 32068

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