The Order Entry Associate (HDD) serves The Home Depot (THD) customers by accurately and rapidly entering orders from faxes and EDIs to ensure properly shipped and packaged orders and same-day service for thousands of customers. Provides efficient, precise interpretation of the many types of orders handled by THD, the many channels served, and the many products delivered so that ordering from fax, HD.com or online is a seamless process for customers. The Order Entry Associate interacts with customers regularly to correct order problems, get clarification about order details, or assist in the ordering process. This role requires product knowledge of THD's many product groups as well as knowledge about the different types of orders and rules encountered in the wholesale channel. This role is a metrics-driven, high-urgency role which requires extensive training, attention to detail, focus, customer service and diligence.
Major Tasks, Responsibilities and Key Accountabilities
15% Process EDI, fax and other orders with accuracy and speed.
15% Must be familiar with product lines and channels to properly determine shipping and packing methods for a number of SKUs and destinations around the world.
15% Make outgoing calls to vendors, freight companies and/or customers in order to follow up with customer issues and get accurate information in a timely manner.
15% Responsible for issue resolution and/or special orders by using available resources to identify and obtain manufacturer numbers, costs, product availability, and other pertinent information to ensure customer satisfaction is met.
10% Communicate with other departments to resolve order problems and expedite customer orders.
10% Maintain accurate records by entering orders completely and by entering detailed notes for other customer service representatives to meet customer needs.
10% Provide good customer service with The Home Depot, EXPO and wholesale stores via phone and email.
10% Negotiate with limited autonomy various aspects of a special order including costs, lead times, discounts and shipping methods.
Nature and Scope
Reports to Order Entry Supervisor
No direct responsibility for supervising others.
Environmental Job Requirements
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass the Background Check.
Must pass pre-employment tests if applicable.
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience - 1
Physical Job Requirements
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.
Knowledge, Skills, Abilities and Competencies
Communication skills: must be able to communicate complex situations and processes to business partners and customers easily and fluidly
Attention to detail
Able to multi-task and work in a fast-paced environment
Retention and application of product knowledge
Familiarity with office software applications such as Word, PowerPoint, Excel
Problem solving skills to handle customer issues and special requests
Home Depot - 22 months ago
The Home Depot is the global leader in home improvement and fourth largest retailer in the world. Providing superior customer service and...