Customer Care Associate I - FM

HD Supply Canada Inc; Toronto; On-site; CAD 25,000 - 31,000; Full time

Job summary

HD Supply Canada Inc is seeking a customer service oriented associate to respond to inquiries about product selection, services and issues. You will gain deep knowledge of 20,000 products across three catalogues.

Responsibilities include handling orders and quotations by phone, email, or fax, following up to meet service goals, researching alternatives, using the computerized tracking system, resolving issues, and escalating complex problems to a supervisor.

Qualifications

• HS Diploma or GED preferred.
• 0–2 years of experience in area of responsibility.
• Strong customer service and communication skills.
• Ability to learn and use product catalogues.

Responsibilities

• Responds to customer order and quotation requests received via telephone, email, written, and faxed correspondence within department service goals.
• Performs necessary follow-up to ensure customer service expectations are met.
• Facilitates profitable growth and the sales process by adherence to department incentive and initiative programs.
• Researches and suggests alternative products to customers.
• Provides representation of products, increasing sales wherever appropriate or as requested.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Resolves customer issues including issuance of credit concessions.
• Refers complex, non-standard problems to supervisor.

Skills

Customer service

Communication

Product knowledge

Education

HS Diploma or GED

Tools

Computerized system

Job description

Job Summary

Provide customer service by responding to inquiries regarding product selection, services and issues. Associates will be responsible for knowledge of 20,000 products and 3 catalogues.

Major Tasks, Responsibilities, and Key Accountabilities

• Responds to customer order and quotation requests received via the telephone, e-mail, written, and faxed correspondence within the department service goals.
• Performs necessary follow-up to ensure customer service expectations are met.
• Facilitates profitable growth and the sales process by adherence to department incentive and initiative programs.
• Researches and suggests alternative products to customers.
• Provides representation of products, increasing sales wherever appropriate or as requested.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Resolves customer issues including issuance of credit concessions.
• Refers complex, non-standard problems to supervisor.

Nature and Scope

• Selects correct processes from clearly prescribed rules, past practices, or instruction.
• Seeks advice and guidance on non-routine or problem areas from supervisor.
• Deviations from the norm are cleared by the supervisor.
• Under close supervision, exercises limited latitude/independent judgment.
• Work typically involves detailed checks or close review of output by a senior coworker and/or supervisor.
• None.

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. No travel required.

Education and Experience

HS Diploma or GED strongly preferred. 0-2 years of experience in area of responsibility.

For Ontario Job Seekers: Pay Range: $18.27-$22.84 Hourly Position Vacancy: This job posting is for an existing vacancy

A.I. Disclosure

HD Supply Canada does not use Artificial Intelligence to Screen, Assess or Select Candidates.

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 Canada 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 Canada is dedicated to providing an accessible and inclusive environment for all applicants.

Accommodation Request

If you require an accommodation during the application process, please email [e-mail] and include the position you are applying for. This email address is reserved solely for accommodation requests; other inquires will not be addressed.

About HD Supply

At HD Supply, we believe that our core purpose is to improve our associates' lives and equip them with the tools needed to provide exceptional customer experiences every day. As one of the largest industrial distributors in North America, we enable our customers' success by consistently delivering what they need, where and when they need it. HD SUPPLY has more than 80 years of experience supporting our customers with leadership positions in the maintenance, repair and operations (MRO). With 44 distribution centers spread across 25 states and two Canadian provinces, HD Supply provides an expansive offering of approximately 200,000 SKUs featuring high-quality, name-brand and proprietary products - all at competitive prices. Combine this with our industry-leading, value-add services - including localized jobsite delivery, will-call and direct-ship options, diversified logistics and innovative solutions - and you can see why our more than 300,000 customers continue to trust HD Supply as their first choice supplier for getting the job done.