Customer Service/Deliveries

Job Description

Position Purpose:

Associates in store Customer Service/Delivery positions are responsible for ensuring an outstanding customer order fulfillment experience. Direct customer interaction is frequently required for these positions, which are often the first and/or last impression presented to the customer.

Whether directing customers to store departments or merchandise, answering customer questions on product order status, or delivering products directly to a customer s home, these positions play a critical role in ensuring the highest level of customer satisfaction. Specific Customer Service/Delivery positions may include: Customer Services Representative, Delivery Driver Associate, Delivery Puller Associate, Delivery/Will Call Coordinator, Door Monitor Associate, and Phone Center Associate.

Major Tasks, Responsibilities & Key Accountabilities:

Execute all steps of the order fulfillment process within the store

Scheduling/Prioritizing all deliveries for the store and communicating any availability and/or limitations to fellow Associates so that the best possible service is maintained by setting realistic expectations

Approaching and greeting CustomersAsking open-ended questions and expressing interest in projects in order to put the Customer at ease, determine the Customer s level of expertise and determine Customer needs

Answering questions about merchandise knowledge for the Customer s level of expertise

Leading Customers to merchandise that fits their needs

Checking aisles to make sure inventory is stacked neatly and out of the way of CustomersPulling items from shelves and transporting to appropriate areas

Gathering the product mix to fill orders in a timely manner

Maneuvering large bundles of merchandise throughout store

Creating space for delivery orders and will calls until they are moved out of the store

Nature and Scope:

Due to forklifts and other heavy equipment traveling through the store, temporary cracks may appear in the floor, causing an uneven walking surface

The warehouse environment can be dusty and noisy

Doors are frequently open, causing drafts and interior temperature changes

Floors around work area may become slippery during wet weather conditions

May have to handle merchandise and work with tools with sharp edges

Passing forklifts emit gas fumes

Tools, supplies and related merchandise may contain hazardous materials

Environmental Job Requirements:

Environment:

Usually in a comfortable environment but with regular exposure to factors causing moderate physicaldiscomfort from such things as dust, fumes or odors

Travel:

Typically requires overnight travel less than 10% of the time