Customer Service Assistant

Overview

Job Description

Pay Range: $20-$25 per hour

SUMMARY:

Providing member access to the Company for ordering, credits, questions, complaints, order maintenance and problem solving. Providing confidence to our members so they know they can call and get dependable, accurate and prompt service. This position supports AWG’s mission to remain firmly committed to our long-established mission statement:

“Our mission is to ensure the success of our member retailers and provide opportunities to our employees. This will be accomplished by satisfying the customers’, and our member retailers’, needs for quality supermarket merchandise and superior support services. We will do this with high quality employees whose mission is to provide the lowest possible cost of goods in order to ensure our members profitability, competitiveness and continued growth.”

The individual must have the ability to perform the responsibilities listed below. The list is not all inclusive of duties that may be requested by the department head or a member of upper management but are intended for an understanding of the purpose of the position. It is the responsibility of each individual at AWG to provide ultimate customer service to our members to support their efforts in increasing same store sales and profits.

• Handle member calls in a polite and courteous manner, provide information and resolve issues timely and accurately.
• Resolve billing issues on member A/R statements.
• Call members regarding special product offers.
• Call stores to verify product has been picked up, review item and invoice information on driver credit request, and obtain department approvals for credits before sending credit to KC for processing.
• Member research on issues such as tote credits, product credits, product availability, or any question or concern that requires research to provide an answer.
• Filing of customer service reports, memos, documents (statements, credits), etc.
• Responsible for handling store issues on accounts not assigned to sales managers or specialists.
• Provide receptionist coverage and backup support to various positions in division as required.
• Process handbills and manual billings for retailers.
• Work closely with loss control to coordinate product pickups, tracking orders, and confirmations for members. Work closely with route control for special deliveries (including handbills) and order confirmations for members.
• Key credits in ARC for shorts, mis-picks, damages, over charges, quality issues.
• Call multi-store retailers for meat ad surveys.
• Compile weekly ad offers, ad lids, and price changes. Fax to members and send ads to print shop for print.
• Assemble ads for produce, meat, bakery/deli for print and slotting.
• Work closely with KC Why not UMW and perishable buying to resolve product issues (ie: prebooks, surveys, new items, add-ons, special orders, incorrect pricing) for members.
• Provide paperwork for the disposition of warehouse salvage.
• Maintain ad log for meat vendor/brokers. Sign out order guides for vendors and bill costs back to vendors.
• Distributes rolling stock status reports to retailers.
• Coordinates and receives (via fax, US mail, and truck mail) GFD surveys and precook orders for input by KC inventory control.
• Coordinates the printing and distribution to members the weekly egg price list.
• Consult with meat vendors and brokers, field specialists, and warehouse specialists concerning customer orders, reduce-to-sell product, ad items and special deliveries.
• Create flyers and special brochures for special promotions or news updates to keep customer informed.
• Communicate to members regarding updates to AWG policies.
• Develop and assemble new customer material notebooks.
• Post division information from all departments on ARC.
• Ordering office supplies.
• Assemble Customer Connection information to send to print shop for printing and distribution to members weekly.
• Prepare and coordinate pickup documentation for drivers to pickup product at store.
• Prepares covers and assembles information for all order guides, which are sent to print shop for copying and distribution to retailers.
• Food show survey separation by indicator…