Customer Service/Deliveries

Position Purpose: Associates in store Customer Service/Delivery positions are responsible for ensuring an outstanding customer order fulfillment experience. Direct customer interaction is frequently required for these positions, which are often the first and/or last impression presented to the customer. Whether directing customers to store departments or merchandise, answering customer questions on product order status, or delivering products directly to a customer s home, these positions play a critical role in ensuring the highest level of customer satisfaction. Specific Customer Service/Delivery positions may include: Customer Services Representative, Delivery Driver Associate, Delivery Puller Associate, Delivery/Will Call Coordinator, Door Monitor Associate, and Phone Center Associate. Major Tasks, Responsibilities & Key Accountabilities: Execute all steps of the order fulfillment process within the store Scheduling/Prioritizing all deliveries for the store and communicating any availability and/or limitations to fellow Associates so that the best possible service is maintained by setting realistic expectations Approaching and greeting CustomersAsking open-ended questions and expressing interest in projects in order to put the Customer at ease, determine the Customer s level of expertise and determine Customer needs Answering questions about merchandise knowledge for the Customer s level of expertise Leading Customers to merchandise that fits their needsChecking aisles to make sure inventory is stacked neatly and out of the way of CustomersPulling items from shelves and transporting to appropriate areas Gathering the product mix to fill orders in a timely mannerManeuvering large bundles of merchandise throughout storeCreating space for delivery orders and will calls until they are moved out of the store Nature and Scope: Due to forklifts and other heavy equipment traveling through the store, temporary cracks may appear in the floor, causing an uneven walking surface The warehouse environment can be dusty and noisy Doors are frequently open, causing drafts and interior temperature changes Floors around work area may become slippery during wet weather conditions May have to handle merchandise and work with tools with sharp edges Passing forklifts emit gas fumes Tools, supplies and related merchandise may contain hazardous materials Environmental Job Requirements: Environment: Usually in a comfortable environment but with regular exposure to factors causing moderate physicaldiscomfort from such things as dust, fumes or odors Travel: Typically requires overnight travel less than 10% of the time
Must be eighteen years of age or older Must be legally permitted to work in the United States A valid drivers license and proof of insurance is required for driving positions Additional Minimum Qualifications: Education Required: The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED Physical Requirements: Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds) Additional Qualifications: Physical Job Requirements Bending, stooping, reaching, twisting, lifting, pushing, pulling and moving items -Requires the ability to move around the store and maneuver merchandise when necessary Responding to public address system announcements -Requires listening for customer service calls, personal pages and general information announcements Walking and Standing -Requires moving around the store to assist Customers Identifying and reading reports, tickets and UPC labels -Requires recognizing, identifying and using merchandise and necessary reports
Knowledge, Skills, Abilities and Competencies: Attention to Detail: Concentrates for an extended period of time; catches errors before completing assignments; maintains high quality standards for his/her work Customer Driven: Provides outstanding customer service (to both internal and external customers); follows through on responsibilities to customers; recovers from any errors made and leaves customer satisfied Gets Things Done: Demonstrates the ability to get results despite a large workload, competing demands and a fast-paced environment Acts with Integrity: Demonstrates responsible and honest behavior in all Home Depot roles
Location ID: 3302 620587bbc48f46eb97e093d7c1ad326b

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