Analyst - Purchasing Quality Assurance (Customer Service)

Lidl Arlington , VA 22201

Posted 3 months ago

Lidl US, LLC & Affiliates provides equal employment opportunities (EEO) to all employees and applicants without regard to, including but not limited to, race, sex, color, religion, gender, sexual orientation or preference, gender identity or expression, national origin or ethnicity, age, marital status, pregnancy, genetic information, disability, or veteran status, in accordance with applicable federal, state and local laws.

Role Information

Lidl US Job Description

Job Title: Analyst

  • Purchasing Quality Assurance (Customer Service)

Department: Quality Assurance

Business Unit: Purchasing

Reports To: Manager

  • Quality Assurance

Supervisory Role: No

FLSA Status: Non-Exempt

Job Summary

The Customer Service Analyst will be responsible for: acting as a liaison between Lidl US and other parties, processing product-related complaints, entering and tracking open cases in the Customer Relations Management (CRM) system to ensure timely and appropriate resolution. Additionally, the Customer Service Analyst will support the Quality Assurance team with the development and improvement of all customer service procedures, customer service statistics, and maintenance of master data in the CRM system.

Essential Functions

  • Resolving customer complaints

  • Managing customer service cases in electronic CRM system

  • Using telephones and email to reach out to customers and other involved parties to verify or collect case information

  • Greeting customers warmly and ascertain problems or reasons for calling

  • Assisting in developing customer service processes and maintaining master data

  • Assisting with customer refunds and reimbursements

  • Recording pertinent case information

  • Answering questions about warranties, product availability, and terms of sale

  • Escalating cases to responsible personnel as necessary

  • Suggesting solutions for customers when products malfunction

  • Handling inquiries related to product recalls

  • Utilizing computer technology to handle high call volumes and ensure short wait times

  • Providing feedback to QA Manager to ensure proper customer service is being delivered

  • Closing out and opening cases in electronic CRM system

  • Compiling reports on customer service trends

  • Reading from and helping develop scripts and/or response templates to guide customer interactions

Required

Required Knowledge, Skills, Abilities

  • German fluency or willingness to learn German

  • Professional customer service experience, including work with CRM systems

  • Experience working in grocery retail or other industry involving food or consumer products

  • Strong communication skills

Required Education, Certifications/ Licenses, Related Experience

  • Bachelor's Degree
  • 3-5 years of relevant experience is required if no Bachelor's degree

Physical Job Requirements

  • This position requires the ability to remain in a stationary position (standing and/or seated) more than half the time

  • The person in this position may need to move about the store(s), distribution center(s), warehouse(s), and/or corporate office(s) less than half the time

  • The person in this role must be able to position him/herself (ex: kneel, crawl, crouch down) to fulfill the essential functions of the role less than half the time

  • The person in this position must be able to maneuver (lift, move, carry, slide, etc.) less than 15 lbs.

  • This position operates machinery and/or equipment that requires the constant use of hands/fingers/wrists (ex: typing, sweeping, slicing deli meat, operating the Point of Sale system, etc.) [more than half the time

  • This position requires the ability to spend [more than half the time viewing computer monitors

  • The person in this position must be able to identify and distinguish between colors less than half the time

Travel Requirements

  • This position commutes between regional offices/distribution centers less than 25% of the time

  • This position requires overnight domestic travel less than 25% of the time

  • This position requires overnight international travel less than 25% of the time

  • Anticipated travel will be by car, air, and/or train

Preferred

At a Glance

Location:

Arlington, VA, US, 22202

Job Type: Full Time

Reference Number: 13441

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Nearest Major Market: Arlington Virginia

Nearest Secondary Market: Washington DC

Job Segment: QA, Quality Assurance, Purchasing, Buyer, Quality, Technology, Finance, Operations


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Analyst - Purchasing Quality Assurance (Customer Service)

Lidl