HD Supply Associate Manager, Customer Care in New Braunfels, Texas

Company Overview

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

Job Summary

Responsible for the inbound Contact Centers in a small team setting. Maximizes the contact center operations through knowledge of contact center management tools. Responsible for team approximately 30 or less associate and/or single site customer care responsibility.

Major Tasks, Responsibilities and Key Accountabilities

  • Hires, trains, develops, and reviews the performance of staff. Monitors adherence to operational standards.

  • Executes short- and long-term strategies. Proposes structure and operational changes as required to increase department efficiency.

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

  • Coordinates interactions with other departments. Works with other departments on inter-related functions (i.e. Merchandising, Sales, Warehouses, Inventory Management).

  • Interacts with customers. Works with customers on complex quotes, vendor negotiation of special pricing, terms or conditions, and drop-ships when appropriate to secure these bids. Insures that the department resolves all outstanding issues.

  • Ensures that the department is providing the best possible service levels to all our customers.

  • Responsible for driving sales.

  • Performs other duties as assigned.

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.

  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

  • Typically requires overnight travel 5% to 20% of the time.

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

  • Customer service experience.

  • Product knowledge.

Job ID 2018-27087

Business Unit Facilities Maintenance

Functional Area Customer Service

Remote Position? No

Position Type Full-Time

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.