Customer Service Coordinator West

With a career at The Home Depot, you can be yourself and also be part of something bigger.

The Supply Chain Customer Service Coordinator is responsible for driving customer satisfaction. The individual is tasked with investigating and resolving complex purchase order status cases, coordinating escalation resolution as it relates to customer orders, appointing THD deliveries into stores and communicating plans directly with supply chain teams. The associate is responsible for finding ways to enhance operational effectiveness by coordinating efforts in conjunction with other internal business partners who share the same resources.

They provide customer service leadership as well as act as the final escalation point for all supply chain customer service issues.

• Provide excellent customer service via active listening and professional communication and identifying root causes of issues with a focus on making customers happy and minimizing recurrence.
• Work directly with Supply Chain, store and vendor teams to address customer order management inquiries.
• Subject matter expert for issue resolution.
• Act as final escalation point for complex or urgent customer service-related issues.
• Identify patterns and trends relating to purchase order / delivery issues and raise these to the Supply Chain Operations team for further investigation.
• Make recommendations to enhance the customer experience and improve metrics.
• Support process improvement initiatives by summarizing common themes identified via call, email and Supply Chain teams.
• Support expedites and communications during peak operations and crisis situations.
• Ability to resolve conflict rationally and effectively turning unsatisfied customers into Supply Chain supporters.
• Ability to respond positively and decisively to adverse situations, complicated issues, and/or irate customers.
• Always employ a customer’s FIRST approach to resolving complex customer service issues.
• Ability to execute on high level strategy.

• Collaborates
• Action oriented
• Drives results
• Plans and Aligns

• Organization skills
• Problem solving and critical thinking skills
• Keen analytical skills, reporting development and trend analysis.
• Exceptional organizational and follow-up skills are essential.
• Strong communication skills and networking abilities to deal with internal and external stakeholders
• Manage impasse with calm, patience, and respect

Bachelor's degree/college diploma program or equivalent program in supply chain / logistics.

3-5 years front line customer service required. Must meet minimum time in position requirements and Performance Management code of "M+".

Bilingual in French and English is an asset.

None.

Store experience a definite asset.

Limited.

Extended sitting. Repetitive tasks.

N/A

Working in an office setting: computer work, camera on virtual meetings, taking support calls.