Customer Service Representative

SpartanNash•Grand Rapids, MI

1d•Onsite

About The Position

This role is responsible for supporting Customer Service activities such as answering and resolving incoming customer communications, documenting customer interactions, entering orders into the system, preparing, maintaining and distributing miscellaneous department paperwork, records, and reports. Internal and external communications with appropriate parties.

Requirements

High School Diploma (required) or GED.
One year in sales, customer service, retail or wholesale experience strongly preferred.
Microsoft office skills: must be highly proficient with Microsoft Excel and Word.
Oral and written communication skills are a must.
Customer service skills, and telephone etiquette.
Good organizational skills to prioritize and multitask effectively.
Ability to work independently.
Ability to analyze data.
Ability to use tact and judgment to respond to customer concerns and work cohesively with a team.
Ability to work efficiently with frequent interruptions.

Responsibilities

Answer and respond to all incoming customers' telephone calls and emails in a courteous and professional manner.
Maintain documentation of inquiries, requests and issues in customer interaction tracking database.
Research and take action to resolve complaints/problems to the customer's satisfaction, under direct supervision.
Ensure customer issues are addressed in a timely manner; follow issues through to completion and partner with other departments as necessary to ensure resolution.
Work with customers and/or other departments to ensure communication and status updates of issue resolution.
Enter orders into the system as required in a timely and accurate manner.
Track, maintain, update and correct orders in the system and resolve routine issues as necessary.
Escalate issues to management as appropriate (i.e., missing or incorrect orders, order accuracy issues, etc.).
Maintain information and data entry information in the pricing and buying system to include new item setup, contract deal information, vendor data, etc. and communicate information to cross-functional business partners (i.e., Accounting, Pricing, Space Management) as needed.
Maintain records and files for vendor, new item and contract deal information as required
Review incoming information for data entry and communicate with vendors, customers or appropriate personnel to verify information as needed to ensure accuracy.
Prepare, distribute and maintain department paperwork, records, and reports accordingly (i.e., handbills, customer labels, delivery tickets, transaction logs, customer statements, order forms, credit forms, custom customer reports).
Review and organize records for accuracy and completeness.
Distribute and/or deliver incoming and outgoing mail as assigned.
May maintain delivery schedules (both holiday and non-holiday).
Compile and coordinate data and requests for vendor profile and new item creation and maintenance.
Communicate with outside brokers for all new items in deal packages and update the system with any changes.
Process Vendor Price Reduction (VPR) requests.
Coordinate items for customer meetings.
Process Vendor Credit Memo (VCM) payments for each military commissary.
Verify pricing for all items included in a return authorization request.
Research, authorize and record returns, including mis-picks, damages, outdated items, and product recalls.
Process distribution center billing rollups with DeCA.
Contact vendor/stores directly if order is not submitted by scheduled deadline to ensure that all orders are received by the warehouse in a timely manner.
Escalate technology related issues to IT Customer Support Center for resolution.
Follow established severity level definitions to apply consistent sense of urgency to issues reported.
Send credit tracker report as required.
Work with external manufacturers to address concerns and establish corrective actions.
Create JDA files for transportation.
Additional responsibilities may be assigned as needed.