Customer Care Associate II - USABlueBook- Atlanta, GA

HD Supply Management, LLC (USA); Atlanta (GA); On-site; USD 32,000 - 42,000; Full time

Job summary

HD Supply is seeking a customer service associate in Atlanta to respond to inquiries regarding product selection, services and issues. The role requires knowledge of 20,000 products across 3 catalogs, with emphasis on delivering exceptional service.

Under general supervision, you will handle orders, quotations, and issue resolutions while building relationships with a defined customer base. This position is full-time, on-site, and centered on accurate product knowledge and problem-solving.

Qualifications

• Customer service experience preferred.
• Bilingual in English and Spanish.
• HS Diploma or GED strongly preferred.
• Specialized skills training/certification may be required.
• Generally 2-5 years of experience in area of responsibility.

Responsibilities

• Responds to customer order and quotation requests via telephone, e-mail, written, and faxed correspondence within the department service goals.
• Resolves customer issues including issuance of credit concessions.
• Performs necessary follow-up to ensure customer service expectations are met.
• Builds relationships with assigned customer base.
• 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.
• Utilizes in-depth product knowledge to answer more specialized product calls.
• May be responsible for outbound calls to vendors.
• 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.
• Understands and supports compliance issues if required for assigned customer base.

Skills

Customer service

Bilingual EN/ES

Education

HS Diploma or GED

Job description

Preferred Qualifications

• Previous customer service experience.
• Bilingual in English and Spanish.

Career Level Dimensions Typical Training/Experience

• HS Diploma or GED strongly preferred.
• Specialized skills training/certification may be required.
• Generally 2-5 years of experience in area of responsibility.

Problem Complexity

• Refers complex, unusual problems to supervisor.

Autonomy

Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor.

Leadership

• None.

Environmental Job Requirements

• 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.

Job Summary

Provide customer service by responding to inquiries regarding product selection, services and issues. Associates will be responsible for knowledge on 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.
• Resolves customer issues including issuance of credit concessions.
• Performs necessary follow-up to ensure customer service expectations are met.
• Builds relationships if assigned a specific customer base.
• 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.
• Utilizes in-depth product knowledge to answer more specialized product calls.
• May be responsible for outbound calls to vendors.
• 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.
• Understands and supports compliance issues if required for assigned customer base.

Nature and Scope

• Refers complex, unusual problems to supervisor.
• Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques.
• Work typically involves regular review of output by a senior coworker 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.
• Specialized skills training/certification may be required.
• Generally 2-5 years of experience in area of responsibility.

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.

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.