Associate Manager, Customer Care, Redi Carpet
Job Summary
Responsible for the inbound Contact Centers in a small team setting. Maximizes the contact center operations through knowledge of contact center management tools. Responsible for team approximately 30 or less associate and/or single site customer care responsibility.
Major Tasks, Responsibilities, and Key Accountabilities
- Hires, trains, develops, and reviews the performance of staff. Monitors adherence to operational standards.
- Executes short- and long-term strategies. Proposes structure and operational changes as required to increase department efficiency.
- Identifies and implements process changes and improvements in order to maximize the department efficiency and service levels.
- Coordinates interactions with other departments. Works with other departments on inter-related functions (i.e. Merchandising, Sales, Warehouses, Inventory Management).
- Interacts with customers. Works with customers on complex quotes, vendor negotiation of special pricing, terms or conditions, and drop-ships when appropriate to secure these bids. Insures that the department resolves all outstanding issues.
- Ensures that the department is providing the best possible service levels to all our customers.
- Responsible for driving sales.
- Performs other duties as assigned.
Nature and Scope
- Experience provides solutions.
- Ensures that work is performed consistently with company policies and procedures.
- Leads a group or team of support, craft, or lower level professional associates.
Work Environment
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
- 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.
- Typically requires overnight travel 5% to 20% of the time.
Education and Experience
- Typically requires BS/BA in a related discipline. Generally 5+ years of experience in a related field. May require certification. Advanced degree may offset less experience in some disciplines.
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.
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