Provide an excellent customer experience and maintain strong professional relationships with internal and external customers. The Customer Experience Rep II is the primary reference point assisting with multimedia ordering devices and the UNFI Web. Serve as mentor to customer experience Reps as assigned. Assist customers nationally with order and claims processing, order status, and troubleshooting issues. Participate in sales and other customer communication events including aiding in the development of new tools and system implementations and upgrades as needed.
Job Responsibilities:
Work within company business system servicing accounts with a focus on order and claims management, inventory planning and operation logistics.
Reference point for multimedia ordering systems and devices and the UNFI customer web portal for the customer and organization.
Process media inquiries for the UNFI website, UNFI ordering devices and all other advanced media as needed.
Provides tier 2 level of assistance to customer on more complex issues or questions. Works with multiple internal teams to troubleshoot and resolve issues in a timely manner.
Performs research to determine details of the customers complaint or issue and coaches other reps on how to solve.
Provide customers with basic pricing, discounts, billing and shipping information. Assists with outbound call campaigns provided from CC Logistics team. Research and resolve problems with orders and claims.
Manages the customer portal specific to access control for both internal and external customers. Subject matter expert for UNFI ordering devices and applications.
Engages customers on the customer portal through Chat Messages, focusing on achieving optimal service levels.
Track special orders while consistently monitoring product availability and ship dates of deliveries.
Review and monitor Peoplenet to supply updated route progression and delivery ETA’s.
Participate in user acceptance testing when system upgrades are developed, or new technology becomes available.
Act as a mentor to level I reps in day-to-day activities
Act as back up for customer experience Rep as needed for department coverage.
Subject Matters Expert (SME) and the visible first line of contact for customer experience reps to offer assistance and support as needed.
Keep customers informed of Company policies and procedures, and status of their orders.
Perform other job duties as required.
Job Requirements:
Education/ Certifications: (Required & Preferred)
Associate Degree in related field or equivalent training and experience.
Experience:
Basic knowledge of retail food distribution and/or retail customer dynamics
1-2 years’ experience in related industry
Knowledge:
Product knowledge and industry terms related to UNFI required.
Knowledge of all company business systems
Complete understanding and knowledge of the UNFI website
Knowledge of customer experience systems and tools
Knowledge of customer service ordering devices
Skills/ Abilities:
Proficient in Microsoft Applications including Excel, Word and Outlook
Excellent communications skills, both verbal and written.
Able to work in a fast paced environment.
Able to work independently as well as part of a team.
Flexible with the ability to adjust to change.
Attention to detail.
Ability to multitask to complete projects with multiple deadlines in an accurate and timely manner
Ability to lead and motivate other team members
All qualified applicants will receive consideration for employment without regard to race, color, age, 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.
