Major Tasks, Responsibilities, and Key Accountabilities

• Provides customer service via phone, email, and chat for account updates, new account requests, tax questions, marketing attributes, and general inquiries.
• Serves as the secondary point-of-contact for account-related issues. Partners with internal teams to resolve escalated and complex customer concerns.
• Organizes and initiates mass account creations and updates.
• Runs reporting to update and maintain the master customer data list. Identifies and removes duplicate accounts from the system.
• Creates and maintains customer account data in SAP, including billing, shipping, contact, and purchasing information.
• Validates tax exemption documents, codes tax exemptions and concessions to accounts, and corrects system generated tax inaccuracies.
• Processes credit applications.
• Maintains quality and departmental metrics.

Nature and Scope

• May modify processes to resolve situations.
• Under limited supervision, relies on experience and exercises independent judgment to determine the best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies. Work typically involves periodic review of output by a supervisor or direct customers of the process.
• Is sought out and/or assigned to provide general guidance/direction, training, and technical assistance to junior level support personnel. Contributes to employees' professional development but does not have hiring/firing authority.

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.
• No travel required.

Education and Experience

• Technical certification or associate degree may be required in some areas. Generally 5-7 years of experience in a related area of responsibility.

Job Summary

Maintains existing accounts and processes new account applications. Ensures customer data is accurate and in-line with data governance standards.

Major Tasks, Responsibilities, and Key Accountabilities

• Provides customer service via phone, email, and chat for account updates, new account requests, tax questions, marketing attributes, and general inquiries.
• Creates and maintains customer account data in SAP, including billing, shipping, contact, and purchasing information.
• Serves as the primary point-of-contact for account-related issues. Partners with internal teams to resolve customer concerns.
• Processes customer credit applications.
• Validates tax exemption documents, codes tax exemptions and concessions to accounts, and corrects system generated tax inaccuracies.
• Investigates undeliverable shipments. Updates shipping information with carriers and in the master record as needed.
• Maintains quality and departmental metrics.
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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.
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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.
• No travel required.
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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.