Home Depot SERVICE DEPARTMENT SUPERVISOR in Glendale Heights, Illinois

POSITION PURPOSE

Service Department Supervisors are responsible for the overall operations of the Customer Service Desk by ensuring Service Department Lead (SDL), Service Desk Associates, Customer Service Greeters, and Order Fulfillment Associates provide outstanding service to Customers and ensure their needs are met. Service Department Supervisors have a thorough knowledge of all policies, procedures and duties related to Returns, Customer phone calls and transactions, cash handling, Order Fulfillment and the Service Desk. They will also be responsible for maintaining several reports (e.g., Special Services Controllable, Special Orders on Hand, and Book and Physical reports) and resolving customer issues that may arise. Service Department Supervisors will provide effective training, recognition and performance management for all Service Department Associates, Customer Service Greeters and Order Fulfillment Associates 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.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

-Support Customers

Offer a friendly greeting to all 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

Ensure picking/staging, releasing customer orders, answering customer questions (in person or via the telephone)

Ensure teams 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 and ensure all direct reports have a clear understanding of current ads and promotions, including credit and special order/install offers

Follow-up on hot Customer issues first (issues that make the Order Management>Priority Bin)

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

Ensure Special orders, Buy Online Pick up In store, Buy Online Ship to Store, Store to Store orders are pulled and staged for Customers within service level agreement expectations.

Partner with MOD/Sales Departments to assist with Order Fulfillment as needed

Ensure all orders are pulled for next day deliveries; confirm product is damage free, of good quality, accurately bundled & timely

Maintain an uncluttered Customer Order storage area, ensuring that items are properly labeled/located and staged for customer pickup

-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. Ensures that Associates can process special order issue resolution and fulfillment

Follow-up on Special 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

-Support Positive and Productive Work Environment

-Support Store Profitability

Collaborate with store leadership team members to make mark-down decisions

Review and analyze Special Services to ensure all orders are being handled in a way that does not create shrink or excess markdowns.

Review and update reporting and escalates issues to SM or ASM as appropriate

Ensure preparedness for inventory

-Supervise and Develop Associates

Independently delegates tasks and assigns work to Associates

Supervise Associates and oversees work activity within department(s) of responsibility

Communicate store and Home Depot objectives to associates

Training, coaching, and developing Associates

Manages associates performance through communication of goals, documenting and evaluating their performance; develops associates by providing informal and formal performance- based feedback.

Provides input to SM and ASM regarding performance appraisal, professional development, and/or promotional opportunities of associates.

Participates in interview process for applicants; partners with SM, ASMs and ASDS reg

NATURE AND SCOPE

Has direct reports.

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

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

Travel:

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

Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

Additional Minimum Qualifications:

Education Required:

The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Years of Relevant Work Experience: 0 years

Physical Requirements:

Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).

Additional Qualifications:

Preferred Qualifications:

2+ years supervisory experience

2+ years retail experience

Knowledge, Skills, Abilities and Competencies:-Customer Driven: Sees business through the eyes of Customers; creates an environment where excellent customer service is the norm.

-Gets Things Done: Creates a sense of urgency; gets results despite a large workload, competing demands and a fast-paced environment;

delegates appropriately; works “in the trenches” with Associates to gain their respect.

-Promotes Teamwork: Coaches Associates to work well with one another; creates an open environment where people say what is on their

minds; rewards teamwork.

-Communicates Effectively: Creates open channels of communication; adapts messages to fit audience; keeps others well informed; listens

carefully to input and feedback; expresses ideas clearly and concisely. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.