Customer Service Supervisor - Technical Support Team Job

Company Name:
HD Supply
Requisition #
Select Location
Functional Area
Customer Service
Line of Business
Facilities Maintenance
Job Type
Minimum Travel Percentage
Relocation Provided
Company Overview
HD Supply ( ) is one of the largest industrial distributors in North America. The company provides a broad range of products and value-add services to approximately 500,000 customers with leadership positions in maintenance, repair and operations, infrastructure and power and specialty construction sectors. Through approximately 650 locations across 48 states and seven Canadian provinces, the company's approximately 16,000 associates provide localized, customer-driven services including jobsite delivery, will call or direct-ship options, diversified logistics and innovative solutions that contribute to its customers' success. With an active commitment to the communities in which we operate, HD Supply associates are part of a thriving organization that supports the virtues of wellness, diversity and inclusion - all of which are top priorities for the company. Equally as important is empowering our associates to grow professionally while providing competitive benefits and compensation. If you're ready to find a rewarding career and achieve your full potential with a growing industry leader, HD Supply is ready for you!
Job Summary
Oversee the day-to-day operations and supervision of the Customer Service team.
Major Tasks, Responsibilities and Key Accountabilities
- Coaches Customer Service team to meet or exceed minimum performance standards. Supervises customer service resources to minimize customer wait time. Ensures that customer services are provided including answering customer inquiries, providing customers with information, and resolving routine to moderately complex problems.
Monitors call-waiting times and adjusts schedules as necessary to provide adequate coverage during peak volume periods.
Maintains individual and department productivity reports, publishing daily, weekly, monthly, and year-to-date statistics.
Participates in the administration of personnel issues including interviewing and recommendations for hire, performance management, and training and development of assigned staff. Trains and mentors new Customer Service staff on all operational procedures, product lines, sales and service standards and the training checklist.
Creates and maintains product and customer master files in the system.
Responsible for taking escalated calls.
Nature and Scope
Experience provides solutions.
Ensure that work is performed consistently with HD Supply policies and procedures.
Leads a group or team of support, craft, or lower level professional associates.
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.
Typically requires overnight travel less than 10% of the time.
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
Education and Experience
Typically requires BS/BA in related discipline. Generally 5+ years experience in related field. May require certification. Advanced degree may offset less experience in some disciplines.
HD Supply / USABlueBook is currently seeking a Customer Service Supervisor to oversee a team of sixteen Technical Support Representatives. This highly specialized team is responsible for assisting customers with troubleshooting and providing technical expertise and solutions in water and wastewater applications.
Preferred Qualifications
Bachelor's Degree.
2 years of supervisory experience.
Experience working in a water/wastewater environment is a plus.
Intermediate to Advanced Excel skills required
Req ID: 9292
Date: Fri, 19 12 2014 00:00:00 GMT
Country: US
State: IL
City: Waukegan
Postal Code: 60079
Locale: en_US

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