| Job Category : | Management |
| Company Name: | UNFI |
| Position Name: | Customer Order Management Services I |
| Location : | Eden Prairie, MN |
| Job Description : | Purpose: The Customer Order Management (COM) team serves as a central point of contact for both our customers and internal departments in support of order management and services. We are responsible for receiving, coordinating, and facilitating order management and customer retail services. The Customer Order Management Services Level I associate works in close coordination with internal departments to ensure proper processing and handling of services provided for the customer. This position is tasked with ensuring that order placement is accurate and consistent through an optimal and efficient operating model. Leveraging knowledge of technology both hardware and software products, this role is responsible to provide first class customer service via emails and telephone, assisting with any ad-hoc customer requests. Job Responsibilities: Manage customer orders in line with the guidelines received from customers, sales, supply chain and Operations in an accurate and timely manner. Follow system procedures to capture customer orders on the systems and undertake sufficient process and controls to manage risk. Communicate with customers on order related activities to deliver high service levels Manage the resolution of day-to-day operational issues or errors and resolve anomalies to ensure high-level of customer service and accurate transactions. Work collaboratively with peers to share best practice, creating an awareness of issues throughout the department. Use appropriate systems and tools to ensure orders are processed timely and accurately Triage orders exceptions to resolve prior to processing orders through the DC. Manage late order and add-ons by setting up additional order waves in the systems Represent the team, department in a professional manner, understanding and anticipating the business needs, developing good working relationships with all internal and external parties Track special orders (future ship date orders) while consistently monitoring product availability and ship dates of deliveries. Manage communication with Sales, Procurement, and the Customer regarding ship date changes due. Remain in compliance with established performance metrics that support the optimal UNFI customer experience. Provide Tier I technical helpdesk support to customers who require help with technical products or services. Help inbound callers in a fast-paced, high-volume, and sometimes stressful environment Engage with callers to actively listen, analyze, and isolate technical issues, including hardware or software related support. Multi-task in systems while providing step-by-step instructions to inbound callers Perform additional relevant job duties as required. Job Requirements: Education/ Certifications: (Required & Preferred) Associates degree in Business Management or a related field or equivalent experience. Experience: 1-2 years relevant work experience preferred Must have strong computer skills including technical aptitude to learn applications that may be required to administer job duties Must be proficient in use of Microsoft Office applications. Knowledge: Product knowledge and industry terms related to UNFI required. Knowledge of all company business systems Complete understanding and knowledge of the UNFI website Knowledge of customer experience systems and tools Knowledge of customer service ordering devices Skills/ Abilities: Proficient in Microsoft Applications including Excel, Word and Outlook Excellent communications skills, both verbal and written. Able to work in a fast-paced environment. Able to work independently as well as part of a team. Flexible with the ability to adjust to change. Attention to detail. PHYSICAL ENVIRONMENT/ DEMANDS: Some travel may be required Most work is performed in a temperature-controlled office environment Incumbent may sit for long periods of time at desk or computer terminal While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Incumbent may use calculators, keyboards, telephone, and other office equipment as part of the normal workday Stooping, bending, twisting and reaching may be required in completion of job duties 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. Additional Information Schedule: Full-time |