Benefits are provided in compliance with applicable plans and policies.
Job Description:
PURPOSE AND SCOPE:
Working in fast-paced distribution facility, interact with retailers on behalf of the organization, provide information and services and respond to customer complaints while meeting Ace performance standards.
PRIMARY RESPONSIBILITIES AND ACTIVITIES:
Interact with Ace Hardware retailers to provide information in response to inquiries about products and services and to handle and resolve various issues.
ESSENTIAL FUNCTIONS:
Receives telephone inquiries from retailers regarding order status, adjustments, stock on hand, retailer pick ups, etc. Retrieves retailer information, stock status information, status of purchase orders, make changes to purchase orders, etc. Follows up on inquiries by checking computer programs for delivery information. Works closely with shipping and traffic departments regarding delivery status. Checks with credit department concerning credit status of retailers upon receipt of rush orders. Maintains files of active orders and post activity such as change notices, scheduling changes, partial shipments and credit adjustments. Prepares paperwork for accounting department for credits and debits. Reviews all Returned Goods Forms for correct reason codes to determine correct inventory adjustments and credits are issued. Keep work areas neat and clean. Perform other duties as assigned.
WORK ACTIVITIES:
Using computers and computer system to enter data and process information.
Providing information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
Communicating with people outside the organization, representing the organization to customers, the public and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Developing specific goals and plans to prioritize, organize, and accomplish your work.
Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
Analyzing information and evaluating results to choose the best solution and solve problems.
Maintain a safe work environment.
QUALIFICATIONS:
Minimum high school diploma required. Some college education is preferred. Minimum of 2 years customer service experience. Excellent phone skills including professional phone presence. Superb problem solving skills, with ability to interact with anxious customers and follow through quickly with problem resolution. Excellent computer skills. Prefer experience with SAP, AS400, Microsoft Word and Excel. Ability to work in warehouse environment when researching discrepancies.
Note: This written "Position Description" is not intended to nor does it cover all aspects of the position title listed. It is meant to cover the basic/general essential job functions of a particular job. Each Retail Support Center may need to make revisions which specifically apply to their location.
Management reserve the right to change job duties, including essential job functions, as it sees fit according to business necessity.
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We want to hear from you!
When most people think of career opportunities with Ace Hardware, they often think of the helpful cashiers and sales associates at their local store. However, have you also considered the people behind the scenes who select, promote, ship and process the invoices for more than 75,000 products? Maybe you haven't, but we'd like you to. Because together we help our customers take care of their homes. Come find out why a career with the Ace Hardware Corporation is one of America's best kept secrets.
Equal Opportunity Employer
Ace Hardware Corporation is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.
Disclaimer
The pay range for this position starts as listed in the job posting, but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual's education, training and experience, the position's work location, required travel (if any), and external market conditions when determining the final salary for potential new hires.
Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Ace position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview.
This written "Position Description" is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Ace Hardware Corporation reserves the right to change job duties, including essential job functions, according to business necessity.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Ace Hardware is the largest retailer-owned hardware cooperative in the world with over 5,800 locally owned and operated hardware stores in approximately 60 countries. Headquartered in Oak Brook, Ill., Ace and its subsidiaries operate an expansive network of distribution centers in the U.S. and have distribution capabilities in Ningbo, China; and Cuautitlán Izcalli, Mexico. Since 1924, Ace has become a part of local communities around the world and known as the place with the helpful hardware folks. For more information, visit acehardware.com or newsroom.acehardware.com.
