A Customer Support Specialist Sr focuses on retaining and growing the largest and most strategic accounts and system processes. The Customer Support Specialists complete the supporting functions related to sales such as pricing quotes cost analysis, order processing, customer inquiries, problem solving, and issue resolution. This crucial role interacts with manufacturing partners and internal business partners to ensure successful customer engagement. This position is responsible for specific accounts and all pricing related process execution providing key customer and product lifecycle oversight from procurement to delivery. In this role you will maintain strong professional relationships with customers, both internal and external. Provide communication and analytical data for Sales and customers. Execute and prioritize sales and customer needs. Provide cross functional leadership working with Account Managers, Inventory Planning, Supplier Relationship, Operations, Pricing Strategy and Transportation departments to deliver the optimal customer experience. Serve as a lead to mentor Level I Specialists.
Job Responsibilities:
Primary customer experience contact for Account Managers or external customers at a corporate or leadership level
Responsible for making independent decisions using individual discretion and judgement that result in long term issue resolution.
Analyzes and maintains customer specific national and regional custom pricing and discount data within UNFI systems; employing individual interpretation of available deals and determines "best deal" analysis to ensure the customer receives lowest price possible available.
Analyze, identify and troubleshoot item discrepancies from file matches, identify and resolve technical requirements for supplying the customer item and pricing data files.
Ensure proper attributes and price structure is activated on each account.
Conduct analysis, generate reports, detailing daily activities to support the customer and business inquires.
Manage the data synch process with the customer's corporate office to stay in alignment with the customer's systems data to prevent payment disputes or price discrepancies.
Act as a mentor to customer experience Reps and/or Specialists.
Generate system reports as required by the customer (sales, inventory, performance). Recommend enhancements and design improvements for reporting and system tools. Prepare, monitor and interpret customer and product sales analytics and recommend business opportunity action.
Travel as applicable to attend customer headquarter meetings, UNFI Trade Shows, offsite customer or broker meetings.
Acts as an onsite dedicated service expert on a wide range of customer issues. Researches and resolves customer issues in cooperation with back office partners.
Perform other duties and projects as assigned.
Job Requirements:
Education/ Certifications:
Bachelor’s degree in Business Management or a related field or equivalent experience.
Experience:
Five (5) year’s customer experience related and account management 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.
Analytical background in consumer packaged goods distribution and/or category management preferred
Proficiency in analytics and reporting
Knowledge:
Product knowledge and industry terms related to UNFI required.
Knowledge of all company business systems
Knowledge of customer experience systems and tools
Knowledge of policies and processes specific to customer experience functions
Ability to accurately performs system discounting and price quoting
Skills/ Abilities:
Excellent verbal and written communication skills
Proficiency in Microsoft Office Suite. SharePoint and ASAP skills preferred.
High level of business acumen relative to key account management and sales.
Able to develop and maintain effective, positive internal/external working relationships with a diverse group of individuals.
Comfortable in an open, dynamic and collaborative work environment.
Strong organizational skills with ability to multi-task. Ability to work independently and exercise good judgment.
Proven customer service standards.
Able to resolve issues appropriately and in a timely manner.
Ability to lead and motivate other team members
Good decision making and effective negotiation skills
Specialist should have the ability to work a flexible schedule to support the customer's available time. Ability to work remotely to support customer specific projects and tasks.
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.
