Clerk On-Road Support (Dispatch)

About the position

The primary purpose of this position is to coordinate and support own-fleet and 3rd party deliveries, ensuring customer service and order-related issues are resolved in a timely manner. They will support 3rd party deliveries by handling customer order status inquiries, coordinating order management assignment through gig partnerships, and proactively resolve issues to improve customer satisfaction. They will support own-fleet drivers in their daily duties by keeping drivers on-schedule, contacting customers to resolve issues and notify of delays, and assist with missing/damaged product BPIs. These tasks will adhere to departmental standards of frequency and service levels. This will be a fully remote position.

Responsibilities

• Responsible for managing Level 2 customer support on escalated order issues (PFS and LMD) from Customer Care, including order status research and coordinating rescheduling between customer, brand, and gig partner as required
• Provides direct support for customers and store personnel to ensure proper service levels, including resolving delivery issues with 3rd party providers and rescheduling customer orders within the 3rd party provider portals
• Serve as the main point of contact via telephone for own-fleet delivery drivers, assisting drivers to locate the customer and resolve at-the-door issues which may arise
• Contact customers with updates of late delivery notification
• Update customer database records concerning delivery issues, including credit provisioning for missing or damaged items, and ensuring timely and accurate billing and inventory resolution
• Document and escalate external gig driver issues to gig support partners for research and problem resolution
• Provide first level tech support for in-store brand facilities internal apps (Ortec, Spectrum, Nash, Dryv, etc) and alert teams as required on trends which may negatively impact other facilities
• Develop and maintain a general knowledge or routing strategies

Requirements

• Excellent problem-solving abilities
• High energy for working within a fast-paced environment
• Excellent written and oral communication skills
• Understanding of call center etiquette and first-call resolution
• Understanding of the grocery delivery process and/or 3rd party delivery process
• Ability to work within a team-centered environment
• Previous call center, dispatch, sales, or customer service experience preferred
• Ability to navigate various software application systems simultaneously
• Map reading abilities and understanding of traffic patterns within the ADUSA regions
• High School Diploma or Equivalent
• Two years of relevant experience

Benefits

• Diversity, Equity, Inclusion and Belonging initiatives
• Focus on total wellness, including physical, financial and emotional wellness
• Opportunities for personal and professional growth