Job Description

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Position Purpose:

The role of the HDDC Logistics Specialist is to provide quality professional customer service that consistently meets and exceeds Company standards of excellence. This position is directly responsible for the scheduling and confirmation of appointments with customers via phone and HDDC Scheduling systems. It is essential that the Logistics Specialist gain familiarity with the products, product location, and receiving layout to provide the most efficient and highest quality service for our Customers. Maintaining a high level of professionalism and building relationships while working with Receiving Associates, Drivers and other department associates is essential and effective communication is key. The position is directly responsible for creating, maintaining and improving customer relationships while interacting with customers and other Home Depot associates, daily. In addition, the associate may assist in the resolution of customer issues by providing a solution or directing the customer to an individual who is equipped to help them resolve the matter. The HDDC Logistics Specialist will collaborate with other HDDC and THD associates to resolve inquiries around calendars/availability to meet the customer's Order fulfillment needs.

Key Responsibilities:

90% Customer Service:

• Resolves client complaints or involves the appropriate manager to ensure customer satisfaction
• Answer inbound calls from customers who have been referred through a store associate, internet lead or another source
• Confirm scheduled appointments by validating appointment date/time, address, phone number and project qualification
• Maintain/File all Delivery paperwork and electronic correspondence for each HDDC delivery
• Scheduling/Prioritizing all deliveries and communicating any availability and/or limitations to fellow Associates so that the best possible service is maintained by setting realistic expectations
• Ensure paperwork/contact information is available for the driver for each scheduled Delivery
• Reschedule Delivery/Install appointments & cancel, if necessary. Keep customer updated on any related changes
• Follows up with clients via telephone when appropriate

10% Self-Development:

• Proactively seeks knowledge on all HDDC products and services
• Routinely develops skills in related areas of expertise
• Cooperate with other Associates to complete tasks. Partner with HDDC Leadership/Sales Departments to assist with Order Fulfillment

Direct Manager/Direct Reports:

• This position reports to the Customer Order Specialist Supervisor.
• This position has 0 direct reports.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• 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.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Ability to work a flexible schedule, including evenings and weekends

Preferred Qualifications:

• Ability to work in a fast-paced environment
• Ability to work independently and with a team
• Strong verbal and written communication skills

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Competencies:

• Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Customer Focus - Building strong customer relationships and delivering customer-centric solutions
• Drives Results - Consistently achieving results, even under tough circumstances

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