The Customer Experience Account Specialist 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.
Works closely with the Sr Account Specialist 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
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.
Performs other job duties as required.
Education/ Certifications: (Required & Preferred)
1-3 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 accurate performs system discounting and price quoting
Excellent communication and public relations abilities
Strong trouble-shooting and problem-solving skills
Service orientation and sincere willingness to assist others
Strong attention to detail
Ability to evaluate data and make recommendations
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 handle a sporadic workload quickly and accurately
PHYSICAL ENVIRONMENT/ DEMANDS:
Some travel may be required
Most work is performed in a temperature-controlled office environment
Incumbent may sit for long periods of time at desk or computer terminal
While performing the duties of this job, the employee irregularly required to sit; use hands to finger, handle, or feel; reach with
hands and arms; and talk or hear.
Incumbent may use calculators, keyboards, telephone and other office equipment in the course of normal workday
Stooping, bending, twisting and reaching may be required in completion of job duties
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or protected veteran status. UNFI is an Equal Opportunity employer committed to creating an inclusive and respectful environment for all. - M/F/Veteran/Disability. VEVRAA Federal Contractor.
United Natural Foods Inc