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Date Listed 07-Jan-17
Address , Kingston, ON,
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Job Offered By Professional Employer
Company Home Depot Canada
Job Type Part-Time

Position Purpose: 

Sales Associates provide fast, friendly service by actively seeking out customers to assess their needs and provide assistance. Sales Associates have an emphasis on department and product knowledge, provide information on product features and are familiar with related items in order to sell an entire project. Associates in this position know how to find, inquire, respect, solve and thank every customer in their department and know how to provide basic service in adjacent departments. Sales Associates are focused on customer service and finding and solving customer needs.

Position Responsibilities:

  • We're looking for the type of associates who can tap into their inner orange by:
  • Actively seek out and offers a friendly greeting to customers in his/her designated department and throughout the store.
  • Asking open ended questions about customers’ projects in order to determine their needs and level of expertise .Be enthusiastic with the customer, when necessary, handle several customers at once
  • Thanking customers for shopping at The Home Depot
  • Answering questions about merchandise according to the customers’ level of expertise
  • Escorting customers to appropriate merchandise, regardless of department
  • Describing features and benefits of merchandise
  • Explaining the steps needed to complete projects and the products needed 
  • Acquiring beginner product knowledge in adjacent departments
  • Has knowledge of related HD businesses (i.e. HDCD, Pro Services, etc) and how to best recommend them
  • Turning over customer to Sales Specialist when needed
  • Communicating to the Fulfillment and IAs about out of stocks
  • Resolving customer complaints or involves the appropriate manager to ensure customer satisfaction
  • Executing daily stock maintenance: all products are signed, displayed, lit and clean
  • Doing light shelf facing maintenance outside of store power hours
  • Assisting with minor resets and cross merchandising as necessary (including wing stacks, chip clips, displays and ads)
  • Ensuring that aisle end caps and counter promotions are clean, presentable

 

Experience/Knowledge Required:

The kind of orange we’re looking for will possess:

  • Ability to work a flexible schedule including evenings and weekends
  • Excellent communication skills and customer service skills
  • Excellent decision making ability and problem solving skills
 Primary Tasks and Responsibilities 

- Make customers number one priority with every interaction, in person or over the phone by follow the Customer FIRST model.
- Provide friendly and courteous customer service by responding to customer inquiries regarding store layout, location of merchandise and services provided in store Keep customers informed regarding the life cycle of an order. This includes modifications or concerns and also ensuring that customers with installation projects are aware of the “Terms and Conditions”.
- Assist customers with credit card application and inquiry processes.
- Follow the customer escalations process with installation services to resolve issues that arise during order life cycle. Proactively identify customers who need help, and escalate customer complaints or concerns to the Department Supervisor (DS), Operations Assistant Store Manager (OPS ASM), Specialty Assistant Store Manager (SASM), MOD, Store Manager (SM) or District Services Manager (DSM) as required. This may include contacting the DSM to arrange a site visit (if necessary) to assess/validate rework requirement.
- Manage and complete all order follow up dashboard tasks using COM. 
- Follow up with the Project Support Centre, vendors and/or service providers as required to assist customers.
- Drive Sales - Assist with building quotes that require use of design systems including but not limited to 20/20, myCD etc. Demonstrate ability to sell any order type and close the sale.
- Drive leads and measures in store and follow up on overdue Install (I) and Furnish & Install (F&I) leads in the Lead Management system.
- Ensure in-stock items for installation orders are pulled and organized, and coordinate delivery of materials and merchandise to the customer’s job site.
- Schedule/prioritize all deliveries for the store and communicate availability and/or limitations to fellow associates so that the best possible service is maintained by setting realistic expectations.
- Check and confirm special orders received in the store, including processing changes and cancellations.
- Process special order changes and reschedule pick up appointments when customers reach out to the store.
- Process refunds and reorders for special order reworks, and chargebacks on install reworks and assist with RTV process including reconciling chargebacks. 
- Work with specialty sales associates to provide coaching and additional training as a follow up to COM variances.
- Cashier trained – accurately collects cash, cheque or charge payments from customers. Scans merchandise and operates Point of Sale systems. Processes customer returns.
- All other duties as assigned by store management. 

Minimum Qualifications, General Skills and Knowledge
·       Must meet minimum time in position requirements and Performance Management code of "V2" (Valued Associate - Well Positioned)·       The knowledge, skills and abilities, typically acquired through the completion of a high school diploma and/or GED.·       Strong problem solving and analytical skills and the ability to work independently·       Must enjoy interacting with customers, associates and vendors to be able to deal effectively with conflict·       Strong organizational and time management skills and ability to manage numerous projects simultaneously·       PC skills in Word, Excel & PowerPoint required·       Experience in SAP – Score platform preferred·       Excellent verbal and written communication skills·       Ability to work a flexible schedule including evenings and weekends
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Home Depot Canada
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