SpartanNash
food solutions
CustomerServiceRepresentative
“Customer Service Representative at SpartanNash. Skills: Customer Service, Communication, Data Entry, Problem Solving. Answering and resolving incoming customer communications. Documenting customer interactions”
What You'll Achieve.
Resolve customer issues to the customer's satisfaction; Ensure customer issues are addressed in a timely manner; Ensure orders are received by the warehouse in a timely manner; Apply consistent sense of urgency to issues reported
Industry & Context.
Resolving incoming customer communications; Resolving complaints/problems; Ensuring customer issues are addressed; Following issues through to completion; Resolving routine issues; Escalating issues to management as appropriate; Resolving product recalls; Addressing concerns and establishing corrective actions
May be required to lift and/or move 20 pounds, Associate is frequently required to sit/stand/walk, Subject to a typical office environment, Rarely exposed to outside weather conditions, Temperatures may vary for those subject to computer/server room, print shop, production area, Noise level in the work environment is usually low to moderate but may be high in distribution settings, Travel requirements vary by assignment, Not able to sponsor work visas
What They're Looking For.
Must Have
High School Diploma or GED, Microsoft Excel, Microsoft Word, Oral and written communication skills, Customer service skills, Telephone etiquette, Good organizational skills, Ability to work independently, Ability to analyze data, Ability to use tact and judgment, Ability to work cohesively with a team, Ability to work efficiently with frequent interruptions
Nice to Have
One year in sales, customer service, retail or wholesale experience
What You'll Do.
Answering and resolving incoming customer communications
Documenting customer interactions
Entering orders into the system
maintaining and distributing miscellaneous department paperwork
Internal and external communications
Answering and responding to all incoming customers' telephone calls and emails
Maintaining documentation of inquiries
requests and issues in customer interaction tracking database
Researching and taking action to resolve complaints/problems
Ensuring customer issues are addressed in a timely manner
Following issues through to completion
Partnering with other departments as necessary to ensure resolution
Working with customers and/or other departments to ensure communication and status updates of issue resolution
Entering orders into the system
updating and correcting orders in the system
Resolving routine issues
Escalating issues to management as appropriate
Maintaining information and data entry information in the pricing and buying system
Communicating information to cross-functional business partners
Maintaining records and files for vendor
new item and contract deal information
Reviewing incoming information for data entry
Communicating with vendors
customers or appropriate personnel to verify information
distributing and maintaining department paperwork
Reviewing and organizing records for accuracy and completeness
Distributing and/or delivering incoming and outgoing mail
Maintaining delivery schedules
Compiling and coordinating data and requests for vendor profile and new item creation and maintenance
Communicating with outside brokers for all new items in deal packages
Updating the system with any changes
Processing Vendor Price Reduction (VPR) requests
Coordinating items for customer meetings
Processing Vendor Credit Memo (VCM) payments
Verifying pricing for all items included in a return authorization request
authorizing and recording returns
Processing distribution center billing rollups with DeCA
Contacting vendor/stores directly if order is not submitted by scheduled deadline
Escalating technology related issues to IT Customer Support Center
Following established severity level definitions
Sending credit tracker report
Working with external manufacturers to address concerns and establish corrective actions
Creating JDA files for transportation
How You'll Work.
Team & Collaboration
Partner with other departments as necessary to ensure resolution; Work with customers and/or other departments to ensure communication and status updates of issue resolution; Communicate information to cross-functional business partners (i.e., Accounting, Pricing, Space Management); Work cohesively with a team
Communication Scope
Oral and written communication skills; Internal and external communications; Communicate information to cross-functional business partners; Communicate with vendors, customers or appropriate personnel; Communicate with outside brokers
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