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Order Management Specialist - Design Center

locationGaithersburg - Maryland (MD),

atHome Depot / THD

Job Description:

Position Purpose

The Design Center is a spectacular new interactive showroom experience. Our showroom, unlike any other with endless inspiration everywhere you look, thanks to our 30+ interactive kitchen, bath, and laundry rooms. Customers will explore hundreds of products from the most innovative brands in appliances, cabinetry, fixtures and more.

The Design Center Order Management Specialist supports Customers by providing timely and accurate fulfillment of all special order and installation projects from the initial sale through project completion and ensuring complete customer satisfaction. The HDDC Order Management Specialist proactively contacts Project Managers to keep them informed of the status of the install, any preparation required for install, and any other information regarding the customers Install Project. This position responds to customer calls when there are questions and concerns with Special Orders and Installations. This position is directly responsible for creating, maintaining and improving relationships while interacting with customers and other Home Depot associates, daily. The Order Management Specialist responds to customer calls when there are questions and concerns with Special Orders. The Order Management Specialist contacts vendors and service providers to establish shipments, inquire about availability, product receipts and place any re-orders. This position will interact with HDDC Project Managers, vendors, installers, associates in the store, trucking/shipping companies and the customers to ensure excellent customer service is achieved. Each associate has the responsibility of providing a safe working and shopping environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions or reporting conditions to the Manager. The associate will work safely, as not to endanger themselves, co-workers, vendors, or customers.

Major Tasks and Key Responsibilities

90% Customer Service

  • Utilize all available tools to receive, review, respond and update information
  • Document all Project Manager/Service Provider/Vendor/Delivery Agent interactions in the computer system for tracking
  • Confirm scheduled appointments by validating appointment date/time, address, phone number and project
  • Reschedule appointments & cancel when appropriate
  • Answer inbound calls from customers who have been referred through a store associate, internet lead or other source
  • Cooperate with Associates, Project Managers, Supervisors, and Managers, and completes work activities, as assigned
  • Resolves customer complaints or involves the appropriate Project Manager/Manager to ensure customer satisfaction
  • 10% Self Development

    • Proactively seeks knowledge on all HDDC products and services
    • Routinely develops skills in related areas of expertise
    • Maintain awareness of daily, weekly, monthly sales reports

    Nature and Scope

    Typically reports to HDDC Supervisor

    This position has no direct reports

    Typically less than 10% travel

    Physical Job Requirements

    Most of the time is spent located in a comfortable indoor area with frequent opportunity to move about. There may be exposure to mild physical discomforts from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or lights

    Working Conditions

    Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

    May encounter an uneven walking surface due to temporary cracks in the floor

    May have exposure to dust, gas fumes emitted by power equipment, and noise

    May be exposed to external weather conditions, drafts and interior temperature changes, and slippery floors

    May handle merchandise, supplies, and tools with sharp edges or that contain hazardous materials

    Minimum Requirements

    Must be 18 years or older

    Must be legally permitted to work in the United States

    The knowledge, skills and abilities typically acquired through the completion of a High School Diploma or GED

    Ability to work a flexible schedule, including evenings and weekends

    Years of Relevant Work Experience -

    Preferred Qualifications

    3+ years of Customer Service experience

    Ability to work in a fast-paced environment

    Ability to work independently and with a team

    Strong verbal and written communication skills


    Customer Focus

    Drives Results

    Communicates Effectively


    Action Oriented

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