HD Supply Supervisor, Specialist Orders - Customer Care in Santee, California

Company Overview:

HD Supply ( 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, water infrastructure and residential and non-residential construction sectors. Through approximately 500 locations across 48 states and six Canadian provinces, the company's approximately 13,000 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:

Job Summary

Responsible for the daily activities for a specific Special Orders team. Assists with vendor relationships, securing cost information for and applying appropriate margins to quotes as required to meet the department goals. Maximizes the contact center operations by ensure teams meeting department metrics.

Major Tasks, Responsibilities and Key Accountabilities

  • Coaches team to meet or exceed performance standards. Supervises resources to maximize customer experience. Ensures that customer service is provided including answering customer inquiries, providing customers with information, and resolving routine to moderately complex problems. Develops staff to reach next potential.

  • Implements and communicates short- and long-term strategies. Suggests structure and operational improvements as needed to increase department efficiency.

  • Participates and develops special projects including support of sales initiatives and support of merchandising initiatives.

  • Identifies and supports process changes and improvements in order to maximize the department efficiency and service levels.

  • Serves as first line contact with vendors on internal issues requiring attention.

  • Works with other departments on inter-related functions as needed.

  • Interacts with customers. Works with customers on quotes, vendor negotiation of special pricing for a limited dollar amount, drop-ships when appropriate to secure these bids. Insures that the department resolves all outstanding issues.

  • Interacts directly with Field Sale Representatives to resolve customer issues and capture sales.

Nature and Scope

  • Experience provides solutions.

  • Ensure that work is performed consistently with HD Supply policies and procedures.

  • Leads a group or team of support, craft, or lower level professional associates.

Work Environment

  • 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.

  • 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.

Minimum Qualifications

  • Must be eighteen years of age

  • Must pass the Drug Test

  • Must pass the Background Check

  • Must pass pre-employment tests if applicable

Education and Experience

  • Typically requires BS/BA in related discipline. Generally 5+ years experience in related field. May require certification. Advanced degree may offset less experience in some disciplines.

Preferred Qualifications & Job Specific Details:

Preferred Qualifications

  • Some experience with process improvement.

  • Product knowledge / vendor experience.

  • Supervisory experience.



Job ID 2017-21089

Business Unit Facilities Maintenance

Posted Date 2/8/2017

Functional Area Customer Service

Job Locations US - CA - Santee

Remote Position? No

Position Type Full-Time