Customer Experience Manager
The Home Depot
Cordele, GA
Position Purpose:
Customer Experience Managers (CXMs) are members of the store leadership and management team, overseeing execution of store standards across the entire store, including customer service, department readiness, and operational process. CXMs manage all activities required to ensure a safe opening and closing process. They coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities. CXMs communicate priorities, ensure daily tasks are completed and that the store is running smoothly. At times, CXMs may be the only Manager available and will be expected to make business and associate decisions in partnership with appropriate resources and within standard operating procedures (SOPs). CXMs will provide input to the Store Manager (SM) and Assistant Store Managers (ASM) on Associate performance through the ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they will participate in the selection and hiring process as needed.
Major Tasks, Responsibilities & Key Accountabilities:
25% Service:
25% People:
50% Manager on Duty:
Direct Manager/Direct Reports:
Customer Experience Managers (CXMs) are members of the store leadership and management team, overseeing execution of store standards across the entire store, including customer service, department readiness, and operational process. CXMs manage all activities required to ensure a safe opening and closing process. They coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities. CXMs communicate priorities, ensure daily tasks are completed and that the store is running smoothly. At times, CXMs may be the only Manager available and will be expected to make business and associate decisions in partnership with appropriate resources and within standard operating procedures (SOPs). CXMs will provide input to the Store Manager (SM) and Assistant Store Managers (ASM) on Associate performance through the ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they will participate in the selection and hiring process as needed.
Major Tasks, Responsibilities & Key Accountabilities:
25% Service:
- Drive customer service and associate engagement; coach Associates on proper customer service techniques and ensure team is providing the highest level of customer service.
- Resolve customer escalations within the store and through Customer Care.
- Ensure Department Supervisors and Floor Sales Associates are prepared for high-volume sales periods.
- Monitor customer flow through checkouts and take action to ensure customers are receiving fast, friendly service.
- Take corrective action as necessary.
25% People:
- Provide in the moment coaching based on observations and behavior.
- Partner with Assistant Store Managers (ASM's) regarding formal performance conversations and discipline.
- Recognize Associates for demonstrating expectations and use recognition tools (Associate Awards) to highlight associates demonstrating value based behaviors and productivity.
- Give input to ASMs on associate performance and participate in talent planning for all hourly associates
- Assist SM and ASMs with associate interview and hiring process
- Approve and address missed time-clock punches, variances, schedule changes, receive call outs and communicate with ASMs and SM regarding follow-up actions
- Ensure adherence to work rule policies regarding safety referenced in the Standards of Performance.
- Hold Associates accountable for following all SOPs.
50% Manager on Duty:
- Lead store kickoff meeting and walk each department to ensure store readiness.
- Communicate messages, priorities and task to all associates.
- Perform Opening, Closing and MOD tasking as well as other whole store focus responsibilities.
- Validate daily store priorities with ASMs and SMs.
- Ensure associates complete all store checklist in accordance with timing expectations.
- Provide input to associates, verify issue correction, and preventative action is put in place.
- Ensure Associates follow all safety and Hazmat procedures and Safety Matters guidelines at all times.
- Make sure all equipment and machines are functioning properly.
- Review current and upcoming events and ads to determine if any action is required, partner with appropriate Department Supervisor or Assistant Store Manager as required.
Direct Manager/Direct Reports:
- Reports to Store Manager
- Accountable for direct supervision of the work activities of others. This may include direct supervision of a shift or the coordination of multiple work groups.
Physical Requirements:
- Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).
Working Conditions:
- Typically located in a comfortable indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights.
Standard Minimum Qualifications:
Minimum Education:
Minimum Years of Work Experience:
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
- Ability to work a flexible schedule
- Whole store management
- Big box retail experience
- Home improvement industry experience
Minimum Education:
- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Minimum Years of Work Experience:
- 3
- Customer Focus
- Drives Results
- Manages Conflict
- Develops Talent
- Communicates Effectively
- Drives Engagement
- Self-Development
Full-time
Freight/Receiving
The Home Depot
Cordele, GA
Job DescriptionPosition Purpose:
Associates in Freight/Receiving positions ensure the store is stocked and ready for business every day. They load and unload trucks, move material from the receiving area throughout the store, may operate forklifts and may perform critical functions for maintaining proper on-hands and pricing for our customers. Direct customer interaction is frequently required for some positions and excellent customer service skills are required. The Freight/Receiving positions may include Freight Team Associate, Freight Team Lead, Receiving Associate and Receiving Support.
Associates in Freight/Receiving positions ensure the store is stocked and ready for business every day. They load and unload trucks, move material from the receiving area throughout the store, may operate forklifts and may perform critical functions for maintaining proper on-hands and pricing for our customers. Direct customer interaction is frequently required for some positions and excellent customer service skills are required. The Freight/Receiving positions may include Freight Team Associate, Freight Team Lead, Receiving Associate and Receiving Support.
Part-time
Department Supervisor
The Home Depot
Cordele, GA
Job Description
Department Supervisors lead, train, coach and develop associates in each department to ensure customers receive excellent service and can easily find the merchandise they need. In addition, they provide valuable input into operational and merchandising decisions to the Store Management Team and Operations Team. Department Supervisors have strong product and operational knowledge. Specific store departments may include Building Materials, Decor, Electrical, Flooring, Gardening, Hardware, Kitchen & Bath, Lumber, Millwork, Paint, Plumbing, Pro Account Sales, Tool Rental, Front End, Freight, Receiving, Associate Support, Special Services, and Merchandising Execution or a combination of multiple departments depending on store structure.
Part-time
MERCHANDISING
The Home Depot
Cordele, GA
Job Description
Merchandising Execution Associates (MEAs) ensure that the products are stocked and properly merchandised to provide the customer the best possible shopping experience while always keeping safety, accuracy and efficiency at the forefront.
Supplier Experience
- Executing price changes, product rotation, and special projects designed to improve how products are displayed to the customer and to meet our suppliers needs and expectations.
Enables Sales/Enable Growth
- Execute strategies and ensure products are displayed correctly to drive sales.
- Build displays and fixtures while utilizing basic hand tools and power tools in addition to refreshing display material/signage/brochures.
Operational Commitments
- MEAs work in teams, with on-site supervision and provide service to multiple departments in the store which requires repetitive lifting, bending, and operating lift equipment.
- MEAs build and maintain strong relationships with store associates and provide superior customer service to both internal and external customers.
**Day positions, Overnight positions, and Overnight travel positions available**
Full Time or Part Time
***Overnight travel positions typically service a multi-store, weekly rotation within a 30-mile radius. This role does include mileage reimbursement***
Part-time