Customer Service Lead

At SpartanNash, we deliver the ingredients for a better life through customer-focused innovation. We do this for our supply chain customers and U.S. military commissaries, retail store guests, and, most importantly, our Associates. In fact, we see a day when each will say, “I can’t live without them.”

Our SpartanNash family of Associates is 20,000 strong, ranging from bakery managers to order selectors; from IT developers to vice presidents of finance; from HR Business Partners to export specialists. Each of them plays an integral role in SpartanNash’s People First culture, Operational Excellence and Insights that Drive Solutions.

Position Summary:

This role is responsible for overseeing tasks and/or team members within a Customer Service Sales department including activities such as answering and resolving incoming customer communications, documenting customer interactions, entering orders into the system, preparing, maintaining, and distributing miscellaneous department paperwork, records, and reports. Internal and external communications with appropriate parties.

Here is what you'll do:

• Train and on-board new team members on their roles and responsibilities
• Manage breaks and time sheets for associates
• Ensure all company sponsored training has been completed by team
• Answer and respond to all incoming customers' telephone calls and emails in a courteous and professional manner
• Maintain documentation of inquiries, requests and issues in customer interaction tracking database
• Research and take action to resolve complaints/problems to the customer's satisfaction, under direct supervision
• Ensure customer issues are addressed promptly; follow issues through to completion and partner with other departments as needed to ensure resolution
• Work with customers and/or other departments to ensure communication and status updates of issue resolution
• Enter orders into the system as required in a timely and accurate manner
• Track, maintain, update and correct orders in the system and resolve routine issues, as necessary
• Escalate issues to management as appropriate (i.e., missing, or incorrect orders, order accuracy issues, etc.)
• Prepare, distribute, and maintain department paperwork, records, and reports accordingly (i.e., customer labels, delivery tickets, transaction logs, customer statements, order forms, credit forms, custom customer reports)
• Review and organize records for accuracy and completeness
• Distribute and/or deliver incoming and outgoing mail as assigned
• May maintain delivery schedules (both holiday and non-holiday)
• Customer Credits and/or Billing Process Vendor Credit Memo (VCM) payments (military)
• Verify pricing for all items included in a return authorization request
• Research, authorize and record returns, including mis-picks, damages, outdated items, and product recalls
• Process distribution center billing rollups with DeCA (military)
• Escalate technology-related issues to IT (Information Technology) Customer Support Center for resolution
• Follow established severity level definitions to apply consistent sense of urgency to issues reported. Send credit tracker report as required
• Handle Consumer inquiries and work with internal teams to provide resolution
• Quality Assurance Work with external manufacturers to address concerns and establish corrective actions
• Additional responsibilities may be assigned as needed

Here is what you will need:

• High School Diploma (required) or GED
• One year in sales, customer service, retail or wholesale experience strongly preferred
• Microsoft office skills: must be highly proficient with Microsoft Excel and Word
• Oral and written communication skills are necessary
• Customer service skills, and telephone etiquette
• Good organizational skills to prioritize and multitask effectively
• Ability to work independently and with others
• Ability to analyze data
• Ability to use tact and judgment to respond to customer concerns and work cohesively with a team
• Ability to work efficiently with frequent interruptions

Physical Requirements:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

May be required to lift and/or move 20 pounds. The associate is frequently required to sit/stand/walk. While performing the duties of this position, the associate is subject to a typical office environment and is rarely exposed to outside weather conditions. Temperatures may vary for those subject to any of the following areas: computer/server room, print shop, production area). The noise level in the work environment is usually low to moderate but may be high in distribution settings. Travel requirements vary by assignment.

As part of our People First culture, SpartanNash is proud to offer a robust and competitive Total Rewards benefits package.

SpartanNash is an Equal Opportunity Employer, including disability and veteran, that celebrates diversity and believes employing a diverse workforce is key to our success. We are committed to providing equal employment opportunities to all individuals.

We are not able to sponsor work visas for this position.