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Customer Service Coordinator
The Home Depot Canada
- Calgary, Alberta, Canada
- Calgary, Alberta, Canada
Über
Position Overview: 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.
Key Responsibilities
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.
Competencies
Collaborates
Action oriented
Drives results
Plans and Aligns
Skills
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
Direct Manager/Direct Reports
Reports to Manager, Supply Chain Customer Service
Travel Requirements
Limited
Physical Requirements
Extended sitting
Repetitive tasks
Hybrid Work
N/A
Working Conditions
Working in an office setting: computer work, camera on virtual meetings, taking support calls
Minimum Education
bachelor's degree/college diploma program or equivalent program in supply chain /
logistics.
Minimum Years Of Work Experience
3-5 years front line customer service required
Must meet minimum time in position requirements and Performance Management
code of "M+"
Minimum Leadership Experience
Bilingual in French and English is an asset
Certifications
None
Other Requirements/Assets
Store experience a definite asset.
Hiring Requirements
Job Details
Job Profile Job Profile
SCNCSC - CUSTOMER SERVICE COORDINATOR
Job Families for Job Profiles Job Families for Job Profiles
Supply Chain - General
Associate Sub-Type Associate Sub-Type
Regular Associate
Associate Type Associate Type
Associate
Time Type Time Type
Full time
Compensation Grade Compensation Grade
CA Salaried J1
Remote Type Remote Type
Location Flex
CALGARY STOCK & FLOW CAMPUS - 7279
Primary Location Primary Location
CALGARY STOCK & FLOW CAMPUS - 7279
Primary Job Posting Location Primary Job Posting Location
Additional Locations Additional Locations
(empty)
Additional Job Posting Locations Additional Job Posting Locations
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Scheduled Weekly Hours Scheduled Weekly Hours
40
Work Shift Work Shift
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Recruiting Start Date Recruiting Start Date
Target Hire Date Target Hire Date
Target End Date Target End Date
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Additional Information
Union Membership from Job Profile Union Membership from Job Profile
(empty)
Allowed Unions from Job Profile Allowed Unions from Job Profile
(empty)
Collective Agreement Details
Collective Agreement Collective Agreement
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Sprachkenntnisse
- English
Hinweis für Nutzer
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