Job Information
HD Supply Manager, Customer Care - Redi Carpet, Stafford TX in Stafford, Texas
Job Summary
Responsible for the inbound Contact Centers including supervisors, team leaders and customer care associates. Maximizes the contact center operations through knowledge of contact center management tools. Coordinates the department activities as required to complete projects both short-(daily) and long-term within the established standards and provides support to internal and external customers. Responsible for team approximately 100 or more associates and/or multiple function within customer care.
Major Tasks, Responsibilities, and Key Accountabilities
Hires, trains, develops, and reviews the performance of staff. Develops operational standards and monitors adherence.
Executes short- and long-term strategies, provides input around operating budgets and forecasts to support the company’s sales and service level initiatives. 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.
Participates in and develops special projects.
Nature and Scope
Solutions require analysis and investigation.
Achieves planned results by decisions and actions based on professional methods, business principles, and practical experience.
Manages a group or team of professional individual contributors and/or indirectly supervises support staff.
Work Environment
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
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.
Typically requires overnight travel 5% to 20% of the time.
Education and Experience
- Typically requires BS/BA in a related discipline. Generally 7+ years of experience in a related field. May require certification. Advanced degree may offset less experience in some disciplines.
Our Goals for Diversity, Equity, and Inclusion
We are committed to creating a culture that promotes equity, respect, and advocacy for every HD Supply associate. We value the diversity of our people.
Equal Employment Opportunity
HD Supply is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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.