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About Our Company
C&S Wholesale Grocers, Inc. , based in Keene, NH, is the largest wholesale grocery supply company in the U.S. and the industry leader in supply chain innovation. Founded in 1918 as a supplier to independent grocery stores, C&S now services customers of all sizes, supplying more than 6,000 independent supermarkets, chain stores, military bases, and institutions with over 150,000 different products. At C&S, We Select the Best® – those with the motivation, pride, and drive to succeed in our fast-paced world.
Working Safely is a Condition of Employment at C&S Wholesale Grocers, Inc. C&S Wholesale Grocers is proud to be an Equal Opportunity and Affirmative Action employer, and considers qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.
The primary purpose of this position is to lead the Customer Relations Associate I / II’s as a team responsible for a defined group of customers and / or responsibilities. The Customer Relations Team Lead must monitor the day to day operations of the team to ensure all policies, procedures, key performance indicators (KPI’s) and timeliness are adhered to. CRA III Team Leads will support, guide, and lead their team members as well as other Customer Relations team members within the department. In addition, they will also respond to customer inquiries via telephone, email, web-based portal sites, regarding orders, ETA’s, credits, mis-delivered product and respond to delivery discrepancies while addressing customer needs with a client focused attitude, taking ownership of resolving customer issues with a high degree of satisfaction with our products and services.
Document and respond to customer complaints and escalate according to established standard operating procedures. Reviews customer requests to ensure all necessary information is included and if unable to solve, will route requests to the appropriate department while providing necessary follow through to ensure customer is satisfied with our service. CRA III Leads will participate in both internal and external customer meetings and will be looked upon to provide accurate reporting on current levels of overall customer satisfaction with service.
Responsible for the daily function of their team. This includes: attendance, policy compliance and scheduling of adequate coverage to ensure customer issues are addressed in a timely manner so that all department key performance indicators (KPI’s) are met (i.e. working with various warehouse / transportation / accounting / procurement and merchandising personnel within C&S), daily audits of each team members’ work for quality assurance and training purposes
Daily interface with DC Managers to monitor activities which may impact their team / customers and provide subsequent communication back to these customers
Attend regularly scheduled and ad-hoc telecoms and / or off-site meetings with customers
Create presentations, reports and data extraction from CRM and other sources for the C&S Management teams and / or customers to track trends, major issues, credit activity etc. on a daily / weekly / ad-hoc basis
Work with Sales Teams on supporting sales initiatives / preparing presentations, extracting data from CRM, run reports, analyze data, graph etc. including scorecards
Respond to / handle Customer Relations Associate 1 & 2 complaints which have been escalated from these team members
Act as backup support to the CRA I / II’s by answering calls and emails from customers to correct received shipments. Take or correct an order that has been transmitted or make adjustments to future orders based on a customer requests, address / respond to complaints and ensure resolutions are reported to customer. Communicate delivery ETA and late delivery information to customers
Fulfill special requests from Field Teams / Account Executives / SBM’s and Customer HQ. This includes but is not limited to: special delivery requests / billing and credit inquiries / requested store level product returns / and any store issue escalation as it pertains to Customer Relations
Assist in the training of new employees
Support the Customer Relations Manager on personal development of each CRA up to and including recommendations for disciplinary and development opportunities
Individuals may serve as a primary contact for other departments during night and weekend shifts
Enter customer orders for Independent retailers which are forwarded to Customer Service via the Independents Sales Group
Assist account team and field team staff as requested
Provide the necessary support to our department team leads and management teams
Other duties as deemed necessary to support customer needs
Responsible for releasing pending credits which fall outside of company compliance guidelines to release in accordance with customer contractual agreements (usually 7 – 14 days from initial request submission)
Customer Relations Associates have the ability to release credits from the system and the decision to do so has a financial impact on company
Negotiate pricing from customer claims who receive incorrect product to reduce returns costs / increase sales for company
Hawaiian Housewares LTD
C&S Wholesale Grocers, Inc., based in Keene, NH, is the largest wholesale grocery supply company in the U.S. and the industry leader in supply chain innovation. Founded in 1918 as a supplier to independent grocery stores, C&S now services customers of all sizes, supplying more than 6,000 independent supermarkets, chain stores, military bases, and institutions with over 150,000 different products. At C&S, We Select the Best® – those with the motivation, pride, and drive to succeed in our fast-paced world.