Preferred Experience

• Some college or Associate Degree preferred.

• 1+ years customer service experience; Experience in Supply Chain/Distribution Center capacity.

• Experience in Salesforce Case Management, SAP WMS, ERP WMS, Microsoft Office Suite

Job Summary

Perform end-to-end Distribution Center Level 1 Support process to maintain best-in-class customer experience. Accept and analyze DC tickets, research systemic resolution, provide timely ticket determination, and ensure tickets are properly closed and documented once fully resolved. May work cross-functionally with multiple departments within a

Distribution Center.

Major Tasks, Responsibilities, and Key Accountabilities

• Manages Distribution Center support tickets from upstream departments that impact the timely fulfillment and delivery of customer orders flowing through the warehouse. Researches to determine root cause and provides mitigation and resolution steps.

• Works with internal stakeholders and downstream Distribution Centers to initiate dialog related to mitigation through phone calls, email, chat and verbal interactions.

• Performs necessary follow-up to ensure closed-loop resolution, customer service expectations, and service level agreements are met.

• Documents and shares themes of root cause with other DC Support Specialists and parent corporate support teams to drive strategic alignment and long-term mitigations of issues.

• Partners with internal Distribution Center leadership and teams to determine areas for operational improvement.

• Maintains a clean working environment in accordance with company safety policies.

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

• Typically located in a comfortable environment but with regular exposure to factors that may cause noticeable discomfort or a moderate risk of accident or illness, such as temperature extremes, moving machinery, loud noises, and fumes.

• Frequent periods are spent standing or sitting in the same location with some opportunity to move about. Occasionally there may be a requirement to stoop or lift light material or equipment (typically less than 8 pounds).

• 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.

HD Supply is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer. HD Supply considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law.