Customer Service Coordinator- 6 Month Contract

The Home Depot Canada; Vaughan; On-site; CAD 50,000 - 80,000; Full time

Job summary

The Home Depot Canada is seeking a Supply Chain Customer Service Coordinator to drive customer satisfaction by resolving complex purchase order cases and coordinating escalations with supply chain teams. This role involves communicating plans to partners and acting as the final escalation point for service issues.

Ideal candidates will have 3–5 years in frontline customer service, a bachelor’s degree in supply chain, and the ability to collaborate across departments.

Qualifications

• Bachelor’s degree in supply chain or equivalent.
• 3–5 years front line customer service experience.
• Bilingual in French and English is an asset.
• Store experience is an asset.

Responsibilities

• Provide excellent customer service via active listening and professional communication while identifying root causes of issues.
• Coordinate with Supply Chain, store and vendor teams to address order inquiries.
• Serve as subject matter expert for issue resolution and final escalation point for complex issues.
• Identify patterns and trends related to PO/delivery issues and escalate to operations.
• Support process improvements by summarizing common themes from calls, emails and teams.

Skills

Organization

Problem solving

Analytical skills

Communication

Networking

Conflict management

Education

Bachelor’s degree in supply chain

Job description

Pay Range: $50,000 - $80,000

At The Home Depot Canada, we want you to feel valued and supported. The pay range you see represents base salary only. In addition, your total rewards may include: semi-annual bonuses tied to business performance; Deferred Profit-Sharing Program to assist with retirement savings; comprehensive paid benefits; a 15% discount on Home Depot stock purchases; and merit-based salary increases. We are committed to recognizing your efforts and supporting your growth with us.

Are you someone who thrives on helping others succeed, enjoys making an impact, and takes pride in guiding customers to the right solutions for their projects? If you’re also naturally curious and eager to keep learning, consider starting or growing your career with us at The Home Depot.

Position Overview

The Supply Chain Customer Service Coordinator is responsible for driving customer satisfaction. The individual is tasked with investigating and resolving complex purchase order status cases, coordinating escalation resolution as it relates to customer orders, appointing THD deliveries into stores and communicating plans directly with supply chain teams. The associate is responsible for finding ways to enhance operational effectiveness by coordinating efforts in conjunction with other internal business partners who share the same resources. They provide customer service leadership as well as act as the final escalation point for all supply chain customer service issues.

Pay Range: $50,000 - $80,000

At The Home Depot Canada, we want you to feel valued and supported. The pay range you see represents base salary only. In addition, your total rewards may include: semi-annual bonuses tied to business performance; Deferred Profit-Sharing Program to assist with retirement savings; comprehensive paid benefits; a 15% discount on Home Depot stock purchases; and merit-based salary increases. We are committed to recognizing your efforts and supporting your growth with us.

Are you someone who thrives on helping others succeed, enjoys making an impact, and takes pride in guiding customers to the right solutions for their projects? If you’re also naturally curious and eager to keep learning, consider starting or growing your career with us at The Home Depot.

Position Overview

The Supply Chain Customer Service Coordinator is responsible for driving customer satisfaction. The individual is tasked with investigating and resolving complex purchase order status cases, coordinating escalation resolution as it relates to customer orders, appointing THD deliveries into stores and communicating plans directly with supply chain teams. The associate is responsible for finding ways to enhance operational effectiveness by coordinating efforts in conjunction with other internal business partners who share the same resources. They provide customer service leadership as well as act as the final escalation point for all supply chain customer service issues.

Key Responsibilities

• Provide excellent customer service via active listening and professional communication and identifying root causes of issues with a focus on making customers happy and minimizing recurrence.
• Work directly with Supply Chain, store and vendor teams to address customer order management inquiries.
• Subject matter expert for issue resolution
• Act as final escalation point for complex or urgent customer service-related issues.
• Identify patterns and trends relating to purchase order / delivery issues and raise these to the Supply Chain Operations team for further investigation.
• Make recommendations to enhance the customer experience and improve metrics.
• Support process improvement initiatives by summarizing common themes identified via call, email and Supply Chain teams.
• Support expedites and communications during peak operations and crisis situations
• Ability to resolve conflict rationally and effectively turning unsatisfied customers into
• Supply Chain supporters.
• Ability to respond positively and decisively to adverse situations, complicated issues,
• and/or irate customers.
• Always employ a customer’s FIRST approach to resolving complex customer service
• issues
• Ability to execute on high level strategy.
  

Competencies

• Collaborates
• Action oriented
• Drives results
• Plans and Aligns

Skills

• Organization skills
• Problem solving and critical thinking skills
• Keen analytical skills, reporting development and trend analysis.
• Exceptional organizational and follow-up skills are essential.
• Strong communication skills and networking abilities to deal with internal and external stakeholders
• Manage impasse with calm, patience, and respect

Direct Manager/Direct Reports

• Reports to Manager, Supply Chain Customer Service

Travel Requirements

• Limited

Physical Requirements

• Extended sitting
• Repetitive tasks

Hybrid Work

• N/A

Working Conditions

• Working in an office setting: computer work, camera on virtual meetings, taking support calls

Minimum Education

• bachelor's degree/college diploma program or equivalent program in supply chain / logistics.

Minimum Years Of Work Experience

• 3-5 years front line customer service required
• Must meet minimum time in position requirements and Performance Management code of "M+”

Minimum Leadership Experience

• Bilingual in French and English is an asset

Certifications

• None

Other Requirements/Assets

• Store experience a definite asset.

In our commitment to efficiency, consistency, and a fair hiring experience for all candidates, The Home Depot Canada usesArtificial Intelligence (AI) technology to assist with the screening and assessment of applicantsfor this position. Our process is designed to ensure human oversight is maintained throughout the selection process.