Customer Care Specialist (16251-935)

United Natural Foods, Inc. Aurora , CO 80041

Posted 3 months ago

This is for two (2) Part Time positions with a schedule of either 8am-12pm OR 10am-12pm.

POSITION PURPOSE:

These positions are responsible to provide excellent customer care and maintain strong professional relationships with internal and external customers. The person holding this position will have a primary focus to be able to work on current company business systems (nationally) to service national accounts as well as be a reference point to assist with multimedia ordering devices and the UNFI Web. Duties include streamlining the flow of communication between the customer and internal departments within UNFI to increase customer satisfaction. This position also serves mentor to Customer Care Reps as assigned by the Supervisor. Assists customers nationally with order processing, order progress, troubleshooting ordering issues and assist in customer communications including aiding in the development of new CS tools such as web chat and other system implementations and upgrades as needed. Resolve customer questions and problems or refer them to appropriate personnel.

EEO / VETERANS / DISABLED

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

  • Receives and processes orders nationally by phone, fax, electronically and by email, confirming the order meets the minimum dollar amount and checks orders for accuracy.

  • Processes media inquiries for the UNFI website, MSI, IUNFI, cipher units, and all other advanced media as needed and developed.

  • Provide information regarding order status and stock availability as requested.

  • Track special orders while consistently monitoring product availability and ship dates of deliveries.

  • Daily interactions with multiple departments to problem solve effectively and accurately on each task and issue as needed.

  • Organize daily schedule to resolve the customer's service issues in a timely manner

  • Review and monitor Peoplenet in order to supply updated on route progression and delivery ETA's .

  • Participate in user acceptance testing when system upgrades are developed or new technology becomes available.

  • Acknowledges all orders and coordinates with the Accounting Department regarding customer credit status.

  • Verifies pricing, discounts, billing and shipping addresses, and informs customers of any problems. Researches and resolves problems with orders.

  • Back up for Customer Care Rep as needed for department coverage.

  • Subject Matters Experts (SME) and the visible first line of contact for customer care reps to offer assistance and support as needed.

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

  • Take ownership of customer resolution as dictated by the situation.

  • Responsible for establishing and maintaining professional working relations, communication, and coordination with customers, company personnel and management.

  • Resolves questions, requests, and problems promptly and courteously.

  • Keeps customers informed of Company policies and procedures, and status of their orders.

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

  • Other duties as assigned by the Customer Care Manager

Required Skills

QUALIFICATIONS:

Education/Certification:

  • High school diploma

Experience Required:

  • Three (3) year's customer service related experience is required

  • Demonstrated knowledge of UNFI services offered, resources, policies, and publications.

  • Experience prioritizing and/or manage time, projects, records etc.

Required Knowledge:

  • Product knowledge and industry terms related to UNFI required.

  • Knowledge of all company business systems East and West

  • Complete understanding and knowledge of the UNFI website

  • Knowledge for Customer Care systems and tools

  • Proficient in Microsoft office Applications including MS Excel, ASAP, Outlook and MS Word

  • Knowledge of customer service ordering devices

  • Full completion and understanding of the Customer Care participant guides

Skills/Abilities:

  • Excellent communication and public relations abilities.

  • Strong trouble-shooting and problem-solving skills.

  • Service orientation and sincere willingness to assist others.

  • Able to use PC, calculator, telephone, and related business equipment.

  • Strong attention to detail

  • Ability to multitask and on completing projects with multiple deadlines in a timely manner

  • Ability to work well independently and with a team.

  • Good decision making and effective negotiation skills.

  • Ability to coach, and motivate others.

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Customer Care Specialist (16251-935)

United Natural Foods, Inc.