Customer Service Representative-SpartanNash

Job Description

Job Title: Customer Service Representative

Company: SpartanNash

Location: Byron Center, MI

Pay: $18 – 21 per hour

AI Pay Analysis: The hourly rate of $18 to $21 for a Customer Service Representative in Byron Center, MI, appears to be competitive and aligns reasonably well with industry standards for the role in that region. As of 2023, the average pay for customer service representatives in the U.S. typically ranges from $15 to $23 per hour, depending on experience, specific industry, and additional skills. Therefore, this pay scale positions the role slightly above the lower end of the national average, making it attractive for job seekers while remaining within the typical range for similar positions in Michigan, especially in a market that may emphasize retail and service sectors. Overall, this rate suggests a commitment to fair compensation in a role that often demands strong interpersonal skills and adaptability.

Job description:
This position is primarily responsible for supporting Customer Service functions including the handling of incoming customer communications, documenting interactions, entering orders into the system, and preparing, maintaining, and distributing various departmental paperwork, records, and reports. The role also entails facilitating internal and external communications with the relevant parties.

Key Responsibilities:

– Respond to and manage all incoming customer telephone calls and emails in a professional and courteous manner.
– Document inquiries, requests, and issues using the customer interaction tracking database.
– Investigate and resolve customer complaints and issues to ensure satisfaction under direct supervision.
– Address customer concerns promptly and follow through to resolution, collaborating with other departments as necessary.
– Coordinate with customers and relevant departments to provide updates on issue resolution status.
– Accurately enter orders into the system in a timely manner.
– Track, maintain, update, and rectify orders within the system, resolving routine issues as required.
– Elevate concerns to management as needed (e.g., missing or incorrect orders, order accuracy issues).
– Maintain and update pricing and buying system information, including new item setups, contract details, and vendor data, informing cross-functional partners (e.g., Accounting, Pricing, Space Management) as necessary.
– Organize and maintain records for vendor, new item, and contract deal information.
– Review incoming data for entry accuracy and liaise with vendors, customers, or relevant personnel for verification.
– Prepare, distribute, and maintain departmental paperwork, records, and reports (e.g., handbills, customer labels, delivery tickets, transaction logs, customer statements, order forms, credit forms, custom reports).
– Audit records for completeness and accuracy.
– Manage the distribution of incoming and outgoing mail as assigned.
– Maintain delivery schedules, both during holidays and non-holidays when required.

Business Management:

– Compile and coordinate data for vendor profiles and new item creation and maintenance.
– Communicate with external brokers regarding new items in deal packages and update the system as needed.
– Process Vendor Price Reduction (VPR) requests.
– Organize materials for customer meetings.

Credits and Billing:

– Process Vendor Credit Memo (VCM) payments for military commissaries.
– Verify pricing for items involved in return authorization requests.
– Research, authorize, and document returns, including mis-picks, damages, outdated items, and product recalls.
– Manage distribution center billing rollups with DeCA.

National Key Accounts:

– Communicate directly with vendors/stores if orders are not submitted by the scheduled deadline to ensure timely receipt at the warehouse.
– Escalate technology-related issues to the IT Customer Support Center for resolution.
– Apply severity level definitions consistently to address reported issues with a sense of urgency.
– Send credit tracker reports as required.

Quality Assurance:

– Collaborate with external manufacturers to resolve concerns and implement corrective actions.
– Create JDA files for transportation purposes.
– Additional responsibilities may be assigned as needed.

Qualifications:

– A High School Diploma or GED is required.
– A minimum of one year of experience in sales, customer service, retail, or wholesale is strongly preferred.
– Proficiency in Microsoft Office, particularly in Excel and Word, is essential.
– Strong oral and written communication skills are required.
– Demonstrated customer service aptitude and telephone etiquette are critical.
– Excellent organizational skills for effective prioritization and multitasking are necessary.
– Ability to work independently while analyzing data effectively.
– Capable of using tact and judgment when addressing customer concerns and working collaboratively with a team.
– Ability to work efficiently amidst frequent interruptions.

Physical Requirements:

The physical demands of this role reflect those necessary for an associate to successfully perform essential job functions. Reasonable accommodations can be made for individuals with disabilities. Responsibilities may include lifting or moving items weighing up to 20 pounds. The associate frequently sits, stands, or walks. While performing these duties, the work environment typically resembles a standard office with occasional exposure to varying temperatures in certain areas (e.g., computer server room, print shop). The noise level is generally low to moderate but may increase in distribution settings. Travel requirements will vary based on assignments.

As part of our People First culture, SpartanNash is committed to fostering an inclusive workplace. We are proud to be an Equal Opportunity Employer that values diversity, and we believe that a diverse workforce is vital to our success. We provide equal employment opportunities to all individuals. Please note, we are unable to sponsor work visas for this position.

Job Posting Date: Sat, 01 Feb 2025 23:46:03 GMT

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