Cust Care Rep - Sun 630A - 3P, Mon - Thur 830A - 5P (17778-935)

United Natural Foods, Inc. Chesterfield , NH 03443

Posted 11 months ago

POSITION PURPOSE:

This position is responsible for providing excellent customer care and maintaining strong professional customer relationships via the phone and other media methods. Assist customers with new orders, advise status of orders, furnishes information on new products. Communicate changes in customer delivery schedules and routing, including order deadline and delivery status. Courteously and promptly resolves customer questions and problems or properly refers them to appropriate personnel. Remain in compliance with established performance metrics that support the desired Customer Experience and assisting in populating data into the Customer Care Relationship Management (CRM). Provides support with populating other data tracking tools that provides department leadership dashboard statistics. Complete related records, reports, and documentation.

EEO/VETERANS/DISABLED

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

  • Assumes responsibility for the accurate entry of customer orders received orders by phone, fax, electronically and by email, confirming that the order meets the minimum dollar amount.

  • Maintaining customer account information utilizing business systems (WBS, UBS, CRM) and other established department systems, tools, and documents.

  • Processes orders for order deadline, including data entry and remain available in the call queue to answer inbound calls.

  • Responsible for call card processing and ensuring that account minimums are met and possible duplicate orders addressed.

  • Acknowledges all orders.

  • Assumes responsibility for effectively performing miscellaneous customer care functions.

  • Review customer order deadline and deliveries to provide customer updates with current ETA's.

  • Works occasional overtime as required to meet deadlines communicating late route calls, product recalls, and other call campaigns.

  • Processes orders in a timely fashion, meeting all deadlines.

  • Supports decisions made by the manager that could affect productivity of the department.

  • Conducts customer surveys, sales for performance incentives (Spifs), and other call campaigns.

  • Assumes responsibility for establishing and maintaining professional working relations with customers and coworkers.

  • Resolves questions, requests, and problems promptly and courteously utilizing the company CRM tool for issue tracking and resolution reporting.

  • Provides superior customer care to support the company desired customer experience.

  • Coordinates with the Accounting Department regarding customer credit status.

  • Keeps management informed of area activities and of any significant problems.

  • Performs other job duties as required.

Required Skills

QUALIFICATIONS:

Education/Certification:

  • High school diploma

Experience:

  • 1 -2 years customer service experience or other related business experience

  • Call Center experience preferred

  • System Implementation preferred

Knowledge:

  • Willingness to acquire knowledge of company products and sales policies and procedures

  • Proficient in Microsoft Applications including Excel, Word and Outlook

Skills/Abilities:

  • Excellent communications skills, both verbal and written

  • Able to work in a fast paced environment

  • Able to work independently as well as part of a team

  • Pleasant phone manner

  • Flexible with the ability to adjust to change

  • Attention to detail

  • Ability to multi task to complete projects with multiple deadlines in an accurate and timely manner

  • Ability to type 40wpm+

  • Baseline ability to 10-key by touch (industry standard minimum key strokes requirement)

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Care Account Specialist Chesterfield DC

Supervalu

Posted 6 months ago

VIEW JOBS 9/13/2019 12:00:00 AM 2019-12-12T00:00 Job Overview: The Customer Care Account Specialist I is responsible for providing a high level of customer care and support for Tier B and emerging Tier A customers specific to promotional and new item process execution, providing follow up and communication to customers and account managers. This role is an integral part of the customer care team, working closely with Account Specialist II to gain knowledge and higher degree of business and technical skill. This role will bring industry knowledge, process efficiency, and outstanding communication to the team and customer. Job Responsibilities and Accountabilities: * Works closely with the CAS II and Channel Account Managers to ensure the customer receives product on time. * Prepares correspondence to fulfill customer's needs including but not limited to: stock availability and confirmations on orders. * Maintains tracking SharePoint files for allocation orders and new item/disco/pack change files. * Assist advanced Account Specialist roles with order management to support promotional and new item order entry, while consistently monitoring product availability, and ship dates of deliveries. * Properly communicates with customers, brokers, & vendors according to job function and supervisor's direction. * Relies on existing standard operating processes and pre-established guidelines. * Maintain knowledge of discounting and cost structures, and how to calculate them for order entry. * Communicate with accounts or Key Account Manager any issues surrounding allocation order fulfillment and delivery in a timely manner. * Maintain customer specific Approved Product List (APL) within the customer's portal and/or UNFI business system for reporting and order processing accuracy. * Prepare shelf tags and order guides/worksheets for customer accounts as necessary. * Gather and enter product information and customer specific pricing on custom forms or into Customer Portal sites (on-line systems). Information required may be extensive including but not limited to: ingredients, nutritional data, dimensions, country of origin etc. * Creates and edits reporting as requested. Job Requirements: * Associates Degree preferred or equivalent related training and experience. * One to Three year's customer care related experience is required. * Experience prioritizing and/or manage time, projects, records etc. * Must have experience servicing high profile accounts and the practices and procedures specific to the required tasks * System Implementation preferred. * Demonstrated knowledge of Customer Care, Industry or UNFI * Proficient in Microsoft office Applications including Excel, Word, and Outlook. SharePoint, Access, and ASAP are a plus. * Product knowledge and industry terms related to UNFI required. Knowledge of all company business systems East and West. Knowledge of policies and processes specific to Customer Care functions. * Ability to accurately perform system discounting and price quoting. * Excellent communication skills and strong attention to detail. * Ability to multi-task and complete projects in a timely manner. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status. UNFI is an EO employer – M/F/Veteran/Disability. VEVRAA Federal Contractor. Supervalu Chesterfield NH

Cust Care Rep - Sun 630A - 3P, Mon - Thur 830A - 5P (17778-935)

United Natural Foods, Inc.