Customer Service Rep I

Windigo Logistics LLC

3d•Onsite

About The Position

The Customer Service Representative (CSR) receives, records, and processes phone calls and written communications from customers related to complaints, problems, quality issues, short on loads, mispicks, recommendations and customer requests for services and information. The CSR is empowered to resolve and bring to closure customer inquiries within the guidelines of the Customer Service department. The CSR resolves customer inquiries by communicating with applicable department regional management.

Requirements

The incumbent must have the ability to operate a personal computer and be capable of utilizing Windigo and Kroger systems.
Customer Focus: Dedicated to meeting the expectations and requirements of internal and external customers, acts with customers in mind and establishes and maintains effective relationships with customers.
Problem Solving: Uses logic and methods to solve difficult problems with effective solutions; looks beyond the obvious to find the answers.
Self-Knowledge: Knows personal strengths, weaknesses, opportunities and limits; seeks feedback and is open to constructive criticism.
Peer Relationships: Can quickly find common ground and solve problems for the good of all; can solve problems with peers cooperatively; is seen as team player and easily gains trust and support of peers.
Work/Life Balance: Maintains a conscious balance between work and personal life so that one doesn’t dominate the other; gets what he/she wants from both.
Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others.
Organizing: Can orchestrate multiple activities at once to accomplish a goal; can get resources together to get things done.
Functional/Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Ability to comply with company rules and regulations.
Ability to communicate effectively and courteously with internal and external customers through two-way verbal and written communication (speech, hearing, and writing).
Ability to operate various office equipment including, computer, telephone, fax, copier, calculator.
Ability to work various shifts as assigned including weekends.
Ability to write and see things in close proximity.
Ability to work independently and refer appropriate matters to supervisor when necessary.
Ability to comprehend written and verbal communication.

Nice To Haves

An Associate’s degree and/or related equivalent experience is preferred
A minimum of two years in distribution, accounting, or customer service is preferred.

Responsibilities

Act as the primary contact with the customer and provide a timely resolution for each inquiry. Resolves 90 percent of the inquiries at time of contact and follows up on the remaining inquiries that are forwarded to relevant departments to assure a timely resolution.
Contact customers proactively when issues or problems are anticipated, with the objective of building positive long-term customer relationships ( Monthly Cold Calls )
Receive, analyze and respond to all customer problems and inquiries which are channeled through the Customer Service department within the parameters established by the CS management team; also determine the root cause(s) while protecting the integrity of its programs.
Expected to provide input after this information is analyzed for type of inquiry, frequency of inquiry, seasonal variations, inquiries by type of format, store size and any other relevant patterns. Patterns that indicate an opportunity to improve customer service are brought to the attention of the CS Managers or specific departments involved.
Record information that includes details and resolution of all customer concerns and inquiries.
Generate weekly reports of store claims and details for Supervisor and Manager’s review.
Generate customer service reports that identify opportunities for improving customer service.
Provide timely communication to customers regarding events and changes that will have an impact on their operations. This includes, but is not limited to: Physical inventories, Holiday order and delivery schedules, Late trucks, Customer alerts, Emergency management procedures, Additional circumstances affecting order processing and delivery schedules, Other factors which may impact customers
Enter data required to process dated orders, “add-ons” and exception orders.
Input necessary data to facilitate product and damage reclamation returns.
Coordinate and communicate the appropriate “new customer” information to all departments.
Assist the Customer Service Supervisor as needed in the facilitation of all customer service related issues and activities.
Empowered to resolve and bring to closure customer inquiries within the guidelines of Windigo Logistics and Kroger Central Customer Service policies.
Resolves customer inquiries by communicating with applicable department regional management and category management.