HD Supply (NASDAQ:HDS) (www.hdsupply.com) is one of the largest industrial distributors in North America. The company provides a broad range of products and value-add services to approximately 500,000 customers with leadership positions in maintenance, repair and operations and specialty construction sectors. Through approximately 260 locations across 36 states and six Canadian provinces, the company's approximately 11,000 associates provide localized, customer-driven services including jobsite delivery, will call or direct-ship options, diversified logistics and innovative solutions that contribute to its customers' success. With an active commitment to the communities in which we operate, HD Supply associates are part of a thriving organization that supports the virtues of wellness, diversity and inclusion all of which are top priorities for the company. Equally as important is empowering our associates to grow professionally while providing competitive benefits and compensation. If you're ready to find a rewarding career and achieve your full potential with a growing industry leader, HD Supply is ready for you!
Job Description & Qualifications
Responsible for responding to online order and service activities for eBusiness customers. Assist customers with product selection, answer basic questions, and may suggest various product options that are available. Document customer problems and input tickets for resolution. Ensure prompt and proper resolution of customer queries by providing additional information or escalating/engaging others to provide solutions per defined procedures.
Major Tasks, Responsibilities and Key Accountabilities
Responds to routine customer inquiries received via email, chat or other online inquiry channels.
Assists customers with product selection, answers basic questions, and suggests various product options that are available.
Provides support for account registration (per customer preference and parameters) and account setup and user ID creation.
Utilizes a variety of software tools to resolve customer inquiries, conduct order tracking, gather information, and/or attempt troubleshooting and resolution of issues.
Provides guidance through the online ordering process. Represents products to support increased sales to web customers as appropriate.
Addresses and resolves post-order questions regarding shipping, billing, and delivery.
Analyzes, troubleshoots, and reports performance issues with web platforms when needed
Performs other duties as assigned.
Nature and Scope
Refers complex, unusual problems to supervisor.
Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, techniques. Work typically involves regular review of output by a senior co worker or supervisor.
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Typically requires overnight travel less than 10% of the time.
Education and Experience
Preferred Qualifications & Job Specific Details
Experience with phone, email and/or live chat support required
Previous customer service experience
SAP/eBiz/Avaya system experience preferred
Experience with web based basic shopping cart technology preferred
Working knowledge of HD Supply customer service website preferred