Customer Support Associate

Position Overview:

As the Customer Support Associate, you will ensure exceptional service to grocery distribution customers by managing orders, addressing inquiries and resolving issues efficiently.

Responsibilities:

• Serving as the first point of contact for our retail partners, handling inquiries via phone, email and online portals
• Handling all calls in a professional, friendly, and helpful manner
• Issue credits/debits/return authorizations based on pre-established company policies
• Negotiate costs with customers to keep products received in error or poor quality based on guidelines set by the department to maximize Bozzuto’s profit and customer satisfaction
• Assist customers with transportation inquiries to ensure timely and accurate deliveries
• Respond to all transportation logs in a timely and accurate fashion 
• Responsible for timely follow up and documentation to ensure appropriate issue resolution
• Responsible for entering merchandising, procurement and category management orders and all other data accurately and with attention to detail
• Escalating unresolved issues to leadership
• Maintain confidentiality in all aspects of customer and staff information
• Perform other duties as assigned by leadership

Schedule:

• Monday, Tuesday, Thursday, Friday & Sunday
• 6:30am – 3:00pm

Environment:

• Warehouse Office – 65*F – 75*F

Experience:

• Preferred: Two (2) years of experience in customer service, preferably grocery distribution, retail or logistics
• Preferred Experience with CRM systems, ERP platforms and order management software, Microsoft Office Suite
• Preferred: Proficiency in English (written and verbal) to effectively communicate with associates and leadership

Skills:

• Physical abilities: Ability to stand, walk and sit throughout your day; Walking on a variety of flooring such as carpet, concrete, tile etc;
• Strong communication Skills: Ability to provide & receive constructive feedback; communication of expectations and directions clearly
• Building a team-based environment: Effective coaching, facilitation, presentation and team-building skills; inclusive decision making
• Quality: Maintain integrity and high standards of product handling from all perspectives
• Safety Culture: Maintain and drive safety policies to all associates; driving for accountability of safe practices throughout shift