Associates in store Customer Service/Delivery positions are responsible for ensuring an outstanding customer order fulfillment experience. Direct customer interaction is frequently required for these positions, which are often the first and/or last impression presented to the customer. Whether directing customers to store departments or merchandise, answering customer questions on product order status, or delivering products directly to a customer s home, these positions play a critical role in ensuring the highest level of customer satisfaction. Specific Customer Service/Delivery positions may include: Customer Services Representative, Delivery Driver Associate, Delivery Puller Associate, Delivery/Will Call Coordinator, Door Monitor Associate, and Phone Center Associate.

Major Tasks, Responsibilities; Key Accountabilities:

• Execute all steps of the order fulfillment process within the store
• Scheduling/Prioritizing all deliveries for the store and communicating any availability and/or limitations to fellow Associates so that the best possible service is maintained by setting realistic expectations
• Approaching and greeting Customers
• Asking open-ended questions and expressing interest in projects in order to put the Customer at ease, determine the Customer s level of expertise and determine Customer needs
• Answering questions about merchandise knowledge for the Customer s level of expertise
• Leading Customers to merchandise that fits their needs
• Checking aisles to make sure inventory is stacked neatly and out of the way of Customers
• Pulling items from shelves and transporting to appropriate areas
• Gathering the product mix to fill orders in a timely manner
• Maneuvering large bundles of merchandise throughout store
• Creating space for delivery orders and will calls until they are moved out of the store

Nature and Scope:

• Due to forklifts and other heavy equipment traveling through the store, temporary cracks may appear in the floor, causing an uneven walking surface
• The warehouse environment can be dusty and noisy
• Doors are frequently open, causing drafts and interior temperature changes
• Floors around work area may become slippery during wet weather conditions
• May have to handle merchandise and work with tools with sharp edges
• Passing forklifts emit gas fumes
• Tools, supplies and related merchandise may contain hazardous materials

Usually in a comfortable environment but with regular exposure to factors causing moderate physicaldiscomfort from such things as dust, fumes or odors

Typically requires overnight travel less than 10% of the time