5 days old


San Diego, CA 92131
Job ID: 368153_en-us
Salary Range: 0.0- 0.0
Job Category: Operations
Employment type: Full Time

Position Description:
Customer Order Specialists support three primary store priorities:  Customers First, In Stock, and Store Appearance. Customer Order Specialists support Customers First by providing timely and accurate fulfillment of all special order and installation projects from the initial sale through project completion and ensuring complete customer satisfaction. Customer Order Specialists proactively contact customers to keep them informed of the status of the install, any preparation required for install, and any other information regarding the order (e.g., time of installation). Customer Order Specialists also react to customer calls when there are questions and concerns with installations. Customer Order Specialists support In Stock initiatives by contacting vendors and service providers in order to establish shipment and installation dates, inquire about in-stocks, product receipts and place any re-orders and order updates. Customer Order Specialist will interact with vendors, installers, associates in the store, trucking/shipping companies and the customers to ensure that excellent customer service is achieved. Customer Order Specialists support the Store Appearance priority by ensuring removal of debris from aisles and work spaces to promote a shopping environment  that is appealing and safe.  By supporting these three priorities, Customer Order Specialists drive sales to support store goals.  Each associate has the responsibility of providing a safe working and shopping environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions or reporting conditions to the Manager On Duty, and working safely as not to endanger themselves, co-workers, vendors, or customers.

Suppot Customer First Priority:
Provide proactive post-sale follow up, focusing on the customer experience.  Document all customer interactions in the computer system for tracking.  Prioritize customer issues, dealing with high priorities first.  Understand each customer's specifications.  Follow key standards customer process.  Be the customers' expert on special orders and installed sales.  Stay in contact with service provider/vender to ensure they are meeting customer needs.  Escalate customer complaints or concerns to SASM, SM or DSM as appropriate.  Work with SASM and SM on Customer Care resolutions.  Execute all reporting related to position.

Support In Stock Priority:
Maintain oversight on speical orders and installs to ensure execution.  Respond to Service Provider/Vendor calls, emails and ExtraNet notes in a timely manner.  Document all Service Provider/Vendor interactions in the computer system for tracking.  Utilize all available tools to receive, review, respond and update information.  Build positive relationships with Service Providers and Vendors.

Support Store Apperance Priority:
Review merchandise presentation, signing and pricing daily and escalate issues to Supervisor.  Clean and dust displays, products and shelves.  Partner with Department Supervisors to ensure Special Order catalogs are current and maintained.

Drive Sales:
Review weekly report and partner with supervisor to take appropriate action.  Review the Process Variance Forms with the SASM to flag and maintain margin integrity issues.  Correctly processes change orders, increases in scope and trip charges.  Maintain awareness of current promotions.  Ensure that all chargebacks are issued and processed.  Utilize the Balance Due Report to ensure collection of all install-related chargebacks.

Support Positive and Productive Work Environment:
Provide front end support, including&nbs


Posted: 2021-01-11 Expires: 2021-02-10

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Home Depot, Inc.
San Diego, CA 92131

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