Contractors’ Warehouse —
HDES Parts Resolution Specialist

Position Purpose:

The Home Depot Equipment Services provides commercial and industrial equipment repairs and preventive maintenance services in The Home Depot stores and other facilities across the U.S. and Canada.      

The Resolution Specialist is the primary point of contact within the Parts team for escalations and is critical in helping to enhance the customer experience.   

50% Issue Resolution and Inventory Management:  Analyze, research, and collaborate with cross-functional teams to find timely solutions while maintaining high standards of customer satisfaction and adherence to company policies.   Address and resolve parts related issues including availability and discrepancies.  Establish and maintain effective communication with vendors to manage order status and resolve supply chain issues.  Effectively manage conflicts and provide clear communication.  Monitor parts inventory levels and collaborate with suppliers and internal teams to ensure accurate stock levels and timely replenishment. Conduct periodic reviews of slow-moving inventory and update min/max levels as appropriate.

50% Parts Purchasing, Vendor Management, Project Management: Procure parts from assigned vendors ensuring accuracy in descriptions, pricing and delivery. Follow up and update all open orders until receipt. Build strong relationships with suppliers fostering collaboration. Address performance concerns, identify patterns and recurring issues, provide valuable feedback to improve processes and prevent future escalations. Assess performance through regular vendor reviews and check-ins. Collaborate on projects for optimization and process improvements. Ensure proper documentation of cases, tracks trends, and recommends proactive measures for continuous improvement.  The Resolution Specialist has a vital role in balancing customer satisfaction with business objectives, ensuring mutually beneficial outcomes. Participate in relevant team meetings, prepare and present project information to stakeholders and support other related responsibilities as needed.

Key Responsibilities:

• 80% Customer interaction including inbound customer concerns, outbound customer follow-up and issue resolution.
• 20% Customer issue resolution including follow up to internal and external resources. Other activities as assigned by leadership.

Direct Manager/Direct Reports:

• Reports to Parts Supervisor.
• This position has no direct reports.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical 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.

Working Conditions:

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

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Strong customer service experience
• Ability to partner with internal and external business partners
• Strong skills in ERP systems and other applications
• Good presentation and facilitation skills
• Product and market knowledge
• Project Management experience
• Problem solving ability, including ability to quickly determine solution.
• Good listening and organization skills, and multitasking abilities
• Has a sense of urgency and is able to enlist support
• Ability to explore alternative solutions to reach outcomes that gain all parties support and acceptance
• Proficient in: Microsoft Office Suite including Excel, PowerPoint, and Word
• Excellent written and verbal communication skills

This role requires strong problem-solving skills, attention to detail, and the ability to collaborate effectively with parts, warehouse and vendor teams.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of an associate's degree program or equivalent degree in a field of study related to the job.

Minimum Years of Work Experience:

• 1

Preferred Years of Work Experience:

• 3

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Customer Focus
• Tech Savvy
• Manages Complexity
• Decision Quality
• Action Oriented
• Plans and Aligns
• Ensures Accountability
• Communicates Effectively
• Manages Ambiguity
• Collaborates
• Business Insights
• Demonstrates Self- Awareness
• Being Resilient
• Instills Trust
• Values Differences
• Resourcefulness