LOGISTICS/CUSTOMER SRV

JOB DESCRIPTION

Answer calls, respond to customer inquiries and process claims for store order delivery discrepancies. Work in conjunction with the local and/or regional distribution centers (DCs) to provide stores with a resolution to their inquiries/claims. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety.

RESPONSIBILITIES

- Answer incoming customer calls, respond to stores' immediate needs and follow up with stores on issues that need further investigating to provide a timely solution
- Apply critical thinking to problem-solve issues with a goal of first-contact resolution
- Complete call logs and research/resolve order discrepancies to support Kroger's Customer 1st strategy
- Input accurate store information into the call log while speaking on the phone
- Conduct research and toggle between multiple applications while speaking on the phone
- Recognize/document trends in customer calls/concerns; inform the supervisor of those trends
- Trace late deliveries
- Key in special orders for store product produced from regional DCs
- Provide DCs with information that could prevent future losses
- Process store delivery claims for credit via the web-based customer service claims site
- Partner with local/regional DCs to investigate store claims
- Communicate with all levels of the business to gather information needed to resolve store claims/inquiries
- Maintain frequent contact with General Office (G.O.) Merchandising/Procurement staff, corporate Technology, store associates, DC supply chain management/support staff and the Kroger G.O. Logistics team
- Maintain flexibility to work any shift
- Must be able to perform the essential job functions of this position with or without reasonable accommodation

QUALIFICATIONS

Minimum
- High School Diploma or GED
- Ability to work independently as well as be a team player
- Skill/diplomacy in dealing with people and a sense of urgency when dealing with customers
- Ability to work in a fast-paced environment
- Strong attention to detail is required
- Strong written/oral communication skills with the ability to effectively communicate information to all contacts
- Good math skills (ability to add, subtract, multiply and divide)
- Strong ability to problem solve and think outside the box
- Proficient Microsoft Office skills and a willingness/ability to learn new software applications with minimum difficulty
- Ability to organize/prioritize a variety of tasks/projects

Desired
- Customer service center and/or customer call center experience
- Technical support positions
- Experience assisting customers in a retail environment

ABOUT US

From one tiny Cincinnati grocery store more than a century ago, we've grown into what today is the nation's largest grocer with nearly 2,800 stores in 35 states operating under 28 different names. As America's grocer, we take pride in bringing diverse teams with a passion for food and people together with one common purpose: To Feed the Human Spirit. With a history of innovation, we work tirelessly to create amazing experiences for our customers, communities AND each other, with food at the heart of it all.

Here, people matter. That's why we strive to provide the ingredients you need to create your own recipe for success at work and in life. We help feed your future by providing the value and care you need to grow. If you're caring, purpose-driven and hungry to learn, your potential is unlimited.

• A wide range of healthcare coverage, including affordable, comprehensive medical, dental, vision and prescription coverage, through company plans or collective bargaining agreement plans.
• Flexible scheduling in full- and part-time roles with paid time off, including holiday and sick pay based on eligibility and length of service.
• Emotional and financial support with free counseling through our Employee Assistance Program and free, confidential financial tools and coaching with Goldman Sachs Ayco.
• Valuable associate discounts on purchases, including food, travel, technology and so much more.
• Up to $21,000 in tuition reimbursement over your career, through our industry-leading Continuing Education program.
• Vast potential for growth, through an abundance of industry-leading training programs and diverse career pathways.