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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
Supervise and coordinate activities of staff addressing user account administration in a multi-platform environment and ensure that administration procedures are aligned with overall Information Security policies and standards.
Major Tasks, Responsibilities and Key Accountabilities
Coordinates problems with appropriate technical, professional, and service personnel along with end users.
Creates and manages escalation procedures and ensures service levels are maintained.
Serves as point of contact for escalation of support calls.
Completes trending analyses and projects to eliminate defects.
Generates reports regarding performance, aging of tickets, call types, etc.
Trains staff in account processes and addresses troubleshooting issues to minimize down time for end users.
Nature and Scope
Displays the highest level of critical thinking and analysis in bringing successful resolution to high impact, complex, and/or cross department problems. Makes prompt, sound decisions when faced with complex and often contradictory alternatives that result in successful outcomes.
Operates with considerable latitude. Situations may have little or no precedent requiring original or new concepts or approaches without guidance from others. Reaches decisions under conditions of uncertainty.
Develops or engages/directs others in developing innovative solutions to important, highly complex strategic and operating problems; cross department considerations are often present.
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 less than 10% of the time.
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
Preferred Qualifications & Job Specific Details
3-5 years supervisory experience.
Experience with ticketing systems.
Job ID 2018-25597
Business Unit Construction Industrial WC
Functional Area Warehouse
Remote Position? No
Position Type Full-Time