Customer Support Specialist

Job Overview:

A Customer Support Specialist position focuses on retaining and servicing the largest and most strategic accounts with maintaining data accuracy among business software. The Client Support Specialist represents the client within cross-functional teams. This position is responsible ensuring data accuracy and customer satisfaction within the account portfolio related to item maintenance, promotional, new item process and pricing execution. Maintain strong professional relationships with customers. Provide communication and analytical data for internal Analysts, Sales and customers. Execute and prioritize sales and customer needs. Work with Account Managers, Inventory Planning, Supplier Relationship, Operations, and Transportation departments to deliver an optimal customer experience.

Key Details:

• Pay Rate: $23-$26/hr. (depending on experience)
• Role is 100% remote.
• Excel skills required - data entry, pivot tables, v-look up.

Job Responsibilities:

• Responsible for reviewing data for integrity and accuracy, prior to the hand-off for any system inputs. This role would act as the primary audit point for Planned Demand quantities, allocations and special event data.
• Courteously and promptly resolve customer questions and problems or properly refers them to appropriate personnel.
• Executes the administration of customer required systems, to include pricing, promotions and general item maintenance.
• Maintains customer specific national and regional custom discount files within UNFI and Customer based systems.
• Execute and coordinate with internal departments on promotion and new item process for assigned accounts.
• Review and coordinate with Account Managers on new store opening accounts within the UNFI business systems to ensure proper attributes and price structure is activated on each account.
• Provide clear and thorough communication with the Inventory Planning, Routing and Operation departments to communicate impending large purchases on opening store orders, refill orders, or special orders including any special delivery requests.
• Acquire new store deal sheets within the established company guidelines.
• Manage the administration of discontinued products and pack size changes with the customer.
• Generate system reports as required by the customer (sales, inventory, performance).
• Perform other duties and projects as assigned

Qualifications:

Education/Certifications:

• Associates' degree in Business Management or a related field or equivalent experience.

Experience:

• 3-5 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 skills

Work Environment:

Remote Role:

This position is classified as remote where the associate will perform remote work from their primary residence. Remote associates are welcome to work from the office but are not required to do so. While remote associates are not required to work from an office on a regular basis, they may be required to come to the office or other UNFI locations for necessary business reasons or if directed to do so by their manager.

UNFI is an Equal Opportunity employer committed to creating an inclusive and respectful environment for all. All qualified applicants will receive equal consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, or other protected ground. Accommodation is available upon request for candidates taking part in all aspects of the job selection process. - Veteran/Disability. VEVRAA Federal Contractor.

Compensation:

UNFI anticipates paying the above-referenced pay rate (or within the above-referenced pay range) for this position. Actual Pay, where applicable, will depend on a number of factors, including, but not limited to, education, experience, training, and any requirements under applicable collective bargaining agreements. UNFI is committed to transparency in pay in compliance with applicable state and local laws.

Benefits:

For Washington positions (or positions that may be performed remotely from Washington), https://www.unfi.com/jobs-more-info-wa.html for Washington-specific paid time off details.

Candidates hired into this position will also be eligible to participate in the following benefits programs: Paid Time Off; Sick Time; paid holidays and parental leave; 401K Program; medical, dental, vision, life, and accidental death/dismemberment insurance; short-term and long-term disability insurance program, Flexible Spending Account and/or Health Savings Account, subject to meeting the eligibility requirements and the terms and conditions of these programs, and subject to any requirements under applicable collective bargaining agreements.

UNFI's compensation, benefits, and paid time off policies are subject to change in the Company's sole discretion, consistent with applicable law. This job posting should not be construed as an offer of employment with certain terms, nor should it be construed as a guaranteed minimum.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act .