Wakefern Food Corp. is the largest retailer-owned cooperative in the United States and supports its co-operative members' retail operations, trading under the ShopRite®, Price Rite®, The Fresh Grocer®, Dearborn Markets®, Fairway Markets®, Gourmet Garage®, and Di Bruno Brothers® banners.
Employing an innovative approach to wholesale business services, Wakefern focuses on helping the independent retailers compete in a big business world. Providing the tools entrepreneurs need to stay a step ahead of the competition, Wakefern's co-operative members benefit from the company's extensive portfolio of services, including innovative technology, private label development, and best in class procurement practices.
About You
Your contribution
The Customer Service Agent is responsible for supporting all aspects of replenishment and logistics activity within the department. General responsibilities include answering phone and email communications from internal and external customers including all banners, Wholesale customers and Wakefern product divisions. Core functions of this role include completing delivery discrepancy investigations, handling all types of store orders, supporting order scheduling, including DSD, directs, Wholesale and Transdock orders. During any type of Logistics crisis, the CSA represents the division, including staffing the Emergency Operations Center. The work performed is in a high volume call center and the CSA serves as a first-contact associate for store logistical needs.
What you will do
The core functions of this position include, but are not limited to, the following:
Answer and respond to inbound calls and emails from retail locations
Complete a delivery discrepancy investigation from start to finish, including reporting activities; use of the Delivery Discrepancy Application (DDA) is required
Complete order poll monitoring from start to finish
Create a report card; explain how to create a report card
Create, adjust, cancel and understand a store order
Create, update, cancel and understand a store return
Understand basic information on an invoice, delivery receipt, loading diagram
Understand, create and update an ordering schedule
Understand basic information about Directs, Direct Store Deliveries (DSDs) and other non-warehouse deliveries
Able to use the major scheduling, audio and video programs as well as an ability to learn new technologies and interfaces
What we're looking for
High school graduate or equivalent
Outstanding telephone etiquette, verbal and written communication skills; ability to handle very heavy telephone volume
Strong problem solving and critical thinking skills
Ability to work in a fast-paced environment without constant direct supervision
Good software skills; Microsoft Office Suite proficiency required; previous use of logistics-related software preferred (CGO, Cisco Finesse, Cisco WebEx, LINK, MicroStrategy, Pega Delivery Discrepancy Application, QMF, RAPID, Smartsheet, WMS)
Work schedule flexibility; Split Work Week (any 4 out of 7 days) - Saturday and Sunday weekend coverage required
1st shift; 8am-4pm or 9am-5pm
Retail experience preferred
Multiple language experience preferred
How you will succeed
Core Competencies:
Communicate Effectively: Communicates thoughts and ideas in a well-organized manner, encouraging two way communication.
Build Relationships: Creates cross functional partnerships through the development and maintenance of constructive and cooperative relationships.
Stay Competitive: Demonstrates a mindset of continuous improvement while exhibiting passion and enthusiasm for their work.
Embrace Change: Looks for new ways of working by supporting advancements in processes and technology.
Develop You: Identifies and capitalizes on opportunities for personal and professional career growth.
Drive for Results: Supports divisional and strategic objectives through achievement of work goals.
How you will work
Ability to sit and work at a desk for long periods of time