Preferred Experience
Bachelor's degree in a related field.
1+ years leadership experience.
Experience using Salesforce Case Management, SAP WMS, and ERP WMS.
Proficient in Microsoft Office Suite; Strong Customer Service and people skills
Job Summary
Perform end-to-end Distribution Center Level 1 Support process supervision to maintain best-in-class customer experience. Supervise Distribution Center Support Specialists to 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
Supervises Distribution Center Support tickets from upstream departments that impact the timely fulfillment and delivery of customer orders flowing through the warehouse. Supports DC Center Support Specialists in conducting research to determine root cause and provides mitigation and resolution steps of the same.
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 supervisors and DC support specialists and parent corporate support teams to drive strategic alignment and long-term mitigation 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
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
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
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.
