Executing big projects requires big expertise. At The Home Depot, we understand that our Pro customers are managing complex jobs that extend far beyond the reach of a single store. That’s why we’ve built a network of Outside Sales Representatives (OSRs) — dedicated experts who meet professional contractors where they are to help streamline every stage of their workflow.
Currently, the average Pro shops with more than 10 different suppliers for a single project. From sourcing hard-to-find products to coordinating bulk deliveries across multiple locations, OSRs act as an extension of a Pro’s team. In a world where time is money and missed deadlines cost more than just materials, meet the Pro’s most valuable asset: a partner who brings The Home Depot’s full power directly to the jobsite. Everything for the job, any day its needed, delivered.
To learn more about their day-to-day and how OSRs are changing the way Pros are shopping, we visited a job with OSRs Richard, Elias, and recently promoted Pro Sales Manager, Tammy.
Tell us about your career with The Home Depot
Richard: In 2001, The Home Depot was opening a new store in the city where I lived. I was working with a competitor and trying to find a new career when I met someone who helped oversee the pro division and shared about The Home Depot’s values and culture. I decided to take a chance and quickly worked my way from a part-time sales associate to my current role of OSR. My entire career, spanning 20+ years, has been related to pro and outside sales.
Elias: If there were one word to describe my career with The Home Depot, it would be serendipitous. When I first started the interview process, The Home Depot was my competition, so I was a bit nervous. Now, I’ve been an OSR for about a year and a half.
Tammy: I’ve held a few roles across the business. I worked on home and measurement services before becoming an assistant store manager and was an OSR for four years. Recently, I was promoted to Pro Sales Manager.
What does an OSR do?
What’s a typical day like for you?
Richard: It’s not uncommon to visit two to three jobs during the day for the same contractor. Partnering with teams like our complex quoting department, I’m able to help Pro Xtra customers with benefits like job-site delivery and preferred and tiered pricing.
Elias: Traditionally, my job is done on a job site or the road, and I am figuring out the “why” behind a pro customer’s needs and finding solutions to address that need. Sometimes I take customers through our Flatbed Distribution Centers (FDCs) to touch, feel, and see the building materials that would be onsite.
Tammy: OSRs have a lot of autonomy to set our schedule in a way that helps us best serve our customers. I’m working with internal teams at The Home Depot and our vendor partners to be flexible and adaptable.
What types of projects do your customers work on?
What is your relationship like with your customers?
Richard: It’s a very close one. I have hands-on experience doing what my contractors do. I have swung a pick, used a sledgehammer, paintbrush roller, and everything in between. There’s nothing within single-home construction or remodeling I haven’t personally experienced, so I know the lingo and relate when they’re telling me something’s not going to work, even when the drawings say it will.
Elias: Just like how our customers are unique, so are our relationships with them. I work with everyone from company executives to installers. They rely on me, and I rely on them to find the best solution to what they need.
Tammy: Every customer is different, and what I love about my portfolio is that I get to help my customers build their business, dream home, or finish a project, so the relationship is a close one.
Is there anything you’re most excited about when thinking about the future of outside sales?
Richard: Rather than getting multiple deliveries on multiple days, we’re building capabilities to allow Pros to get everything they need on their timeline.
Elias: The Pro market is huge, and my role is instrumental to the future of The Home Depot. What that means to me is I’m going to be able to solve problems for current customers, or people we’ll meet and get to call our customers. And that, in turn, allows me to support my family.
Tammy: The Home Depot continues to invest in Pro. There are teams across the company who are building new capabilities to improve how we’re meeting customers where they are.
Explain why you enjoy your role at The Home Depot in 5 seconds.
Richard: The OSR role is exciting and full of opportunity. There’s something different to work on every day.
Elias: I take problems: complex, daily, or planned, bring them to a team within The Home Depot, and I create the solution.
Tammy: I get to do what I love every day, which is building relationships with my customers, my team in the field, and the support teams across the company.
To learn more about Outside Sales Representatives, visit thd.co/osr.
The Home Depot® is an Equal Opportunity/M/F/Vet/Disabled Employer. Bilingual candidates are encouraged to apply. For a full list of the various benefits The Home Depot offers visit: careers.homedepot.com/our-benefits/
