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Senior Customer Care Associate

Company: HD Supply
Location: Waukegan
Posted on: January 15, 2022

Job Description:



Job Summary Provide customer service by responding to inquires regarding product selection, services and issues. May be assigned more complex product lines or clients. Major Tasks, Responsibilities, and Key Accountabilities

  • Responds to customer order and quotation requests received via the telephone, e-mail, written, and faxed correspondence.
  • Performs necessary follow-up to ensure customer service expectations are met.
  • Researches and suggests alternative products to customer. Becomes more familiar with assigned product lines or clients.
  • Uses computerized system for tracking, information gathering, and/or troubleshooting.
  • Processes customer and vendor returns.
  • Processes stock receipts and resolves variations (overages, shortages, and damages).
  • Researches and resolves "disputed" and "shipped not received" reports at month end. Nature and Scope
    • May modify processes to resolve situations.
    • Under limited supervision, relies on experience and exercises independent judgment to determine the best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies. Work typically involves periodic review of output by a supervisor or direct customers of the process.
    • Is sought out and/or assigned to provide general guidance/direction, training, and technical assistance to junior level support personnel. Contributes to employees' professional development but does not have hiring/firing authority. Work Environment
      • 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
        • Technical certification or associate degree may be required in some areas. Generally 5-7 years of experience in a related area of responsibility. Req ID R22000094 Functional Area Customer Service Position Type Regular HD Supply is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer. HD Supply considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law.

Keywords: HD Supply, Waukegan , Senior Customer Care Associate, Professions , Waukegan, Illinois

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