Customer Care Associate II (USABlueBook) - Waukegan, IL

HD Supply Management, LLC (USA); Waukegan (IL); Hybrid; USD 27,000 - 33,000; Full time

Benefits offered by this job

Medical, dental, vision plans

401(k) with company match

Paid holidays and vacation

Job summary

USABlueBook, a division of HD Supply, seeks a Customer Service Associate to respond to inquiries on product selection, services, and issues. You will leverage knowledge of 20,000 products across three catalogs to assist customers and ensure satisfaction.

Hybrid role near Waukegan, IL (onsite M-Th, remote F). Requires HS Diploma or GED; prior customer service experience and MS Office skills preferred. Salary is $19.62–$23.65 hourly with benefits.

Qualifications

• Must have HS Diploma or GED (strongly preferred).
• Previous customer service experience preferred.
• Industry product knowledge is a plus.

Responsibilities

• Responds to customer orders and quotations via telephone, email, mail, or fax.
• Performs follow-up to ensure customer service expectations are met.
• Builds relationships with assigned customer base and suggests alternative products.

Skills

Customer service

Industry product knowledge

Multitasking

Learn independently

Fast-paced environment

Passion for customers

Microsoft Office proficiency

Education

HS Diploma or GED

Specialized skills training/certification

Tools

Excel

Word

Outlook

Job description

Company Overview

USABlueBook is the recognized source of products and technical support for professional water and wastewater operators. As the company founded by utility operators, for utility operators. It is our goal to remain the industry's top technical and customer service leader. USABlueBook ( www.usabluebook.com ) is a division of HD Supply.

More About USABlueBook

USABlueBook was founded in 1991 when a certified operator, realizing there was no single-source supplier to meet all of this product needs, decided to start a company that would do just that. It was his dedication to providing exceptional service and support to water and wastewater operators everywhere that made USABlueBook what it is today. As we continue to expand, our main goal stays the same - to make sure that all of our customers "Get the Best Treatment!"

Position

Hybrid (Onsite M-Th, Remote F). Need to be within driving distance of Waukegan.

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.
• Performs necessary follow-up to ensure customer service expectations are met.
• Builds relationships if assigned a specific customer base.
• 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.
• 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, techniques. Work typically involves regular review of output by a senior co worker or supervisor. None

Work Environment

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. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. No travel required.

Minimum Qualifications

• Must be eighteen years of age
• Must pass the Drug Test
• Must pass the Background Check
• Must pass pre-employment tests if applicable
• HS Diploma or GED, strongly preferred.
• Specialized skills training/certification may be required.
• Generally 2 - 5 years of experience in area of responsibility.

Preferred Qualifications

• Ability to multitask smoothly and efficiently.
• Previous Customer Service experience.
• Industry product knowledge.
• Passion for customers and delivering top quality customer service.
• Ability to learn both independently and in group settings.
• Ability to work in a fast paced environment
• Basic level knowledge of Microsoft Office tools: Excel, Word and Outlook.

For CA, CO, CT, D.C., DE, HI, IL, MA, MD, ME, MN, NJ, NV, NY, OH, RI, VA, VT, WA

Job Seekers: Pay Range $19.62-$23.65 Hourly

HDS provides the following benefits to all permanent full-time associates:

Benefits

• Medical (with Prescription drug coverage), dental, and vision plans
• Health care and Dependent Care FSA (as applicable)
• 401(K) with company match
• Paid Holiday, Vacation, Personal Time, and Wellness Day
• Paid Sick Time
• Life and Accidental Death & Dismemberment Insurance
• Short and Long-term Disability Insurance
• Critical Illness Insurance
• Accident Insurance
• Whole Life insurance
• Commuter Benefits
• Tuition Reimbursement
• Employee Assistance Program
• Adoption and Surrogacy Assistance

CA, CO, CT, D.C., DE, HI, IL, MA, MD, ME, MN, NJ, NV, NY, OH, RI, VA, VT, and WA law requires the posting of the potential salary range for advertised jobs. Individual base pay is determined based on a variety of elements including market data, experience, skills, internal equity and other factors.

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.