Part Time 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. Ready to contribute to the success of our food solutions company? Apply now!

Location:

50 Douglas Ave - Holland, Michigan 49424

Job Description:

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 r