Customer Service Representative

As a member of the C&S Wholesale Grocers family of companies, SpartanNash is a food solutions company that delivers the ingredients for a better life. A distributor, wholesaler and retailer with a global supply chain network, SpartanNash distributes grocery and household goods, including fresh produce and the Our Family® portfolio of products, to locations in all 50 states.

Our braggingly happy team members — ranging from bakery managers to order selectors; from IT developers to vice presidents of finance; from HR Business Partners to export specialists — create braggingly happy customers spanning national accounts, independent and chain grocers, e-commerce retailers, U.S. military commissaries and exchanges, and the Company’s own brick-and-mortar grocery stores, pharmacies and fuel centers.

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

Location:

850 76th Street S.W. - Byron Center, Michigan 49315

 

Position Summary:

This role is responsible for supporting Customer Service 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. 

Schedule: Wed-Sat, 6am CST – 5 pm CST

Here’s what you’ll do: 

• 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 in a timely manner; follow issues through to completion and 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.  

• 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.). 

• Maintain information and data entry information in the pricing and buying system to include new item setup, contract deal information, vendor data, etc. and communicate information to cross-functional business partners (i.e., Accounting, Pricing, Space Management) as needed.  

• Maintain records and files for vendor, new item and contract deal information as required Review incoming information for data entry and communicate with vendors, customers or appropriate personnel to verify information as needed to ensure accuracy.  

• Prepare, distribute and maintain department paperwork, records, and reports accordingly (i.e., handbills, 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).  

• Business Management Compile and coordinate data and requests for vendor profile and new item creation and maintenance. 

• Communicate with outside brokers for all new items in deal packages and