Specialty Support Associate

POSITION PURPOSE - The Sales Support Associate serves Home Depot customers by monitoring all elements of the order fulfillment process to ensure accuracy, on-time delivery, and compliance with existing order processing guidelines. To maintain a seamless ordering process for all channels served, s/he must accurately identify and handle exceptions. This requires knowledge of the rules for different order types, shipping requirements for Home Depot's many products, and procedures to resolve specific issues. Because this role is critical in a wide range of business processes, it requires a sense of urgency, customer focus, attention to detail, much training, and a drive to constantly increase efficiency. A customer-service attitude is required because interactions with internal and external customers are common.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
-15% Ownership of specific reports designed to ensure proper order flow
-10% Contact vendors in order to obtain updates for or resolve issues with existing purchase orders
-20% Daily communication with other departments to resolve order problems and expedite customer orders; these include departments such as Accounts Payable, Purchasing, and Call Center
-10% Keeps customers informed on the status of their order and reconciles errors in a cost-effective manner
-10% Generate new sales orders and purchase orders
-15% Maintain existing sales orders and purchase orders
-10% Interaction with Home Depot, and wholesale customers via phone and email to resolve order problems and assist with ordering process
-10% Partnership with operations to ensure that orders are handled correctly in the warehouse

NATURE AND SCOPE - Position reports to Customer Service Supervisor; No direct responsibility for supervising others.

ENVIRONMENTAL JOB REQUIREMENTS -Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionableMINIMUM QUALIFICATIONS-

• Must be eighteen years of age or older.
• Must pass the Drug Test.
• Must pass the Background Check.
• Must pass pre-employment tests if applicable.
  

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 - 01

PHYSICAL JOB REQUIREMENTS - 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.

PREFERRED QUALIFICATIONS - Previous customer service or data entry experience

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -
-Customer Driven: Provides outstanding customer service to both internal and external customers; follows through on responsibilities to customers; recovers from any errors made and leaves customer satisfied.
-Gets Things Done: Completes projects and assignments accurately, catching errors before completion, despite a large workload, competing demands and a fast paced environment; Concentrates for an extended period of time and maintains high quality standards for his/her work.
-Communication skills: Communicates effectively with internal and external customers, demonstrating effective listening and writing skills; seeks clarity and is able to see issues as others see them.
-Planning and Organizing: Ability to set priorities, plan and coordinate work activities in order to ensure work activities are completed on time. Familiarity with common office software applications such as Excel, Word, Outlook, etc.