Experience:
No experience
Employment Type:
Full time
Posted:
3/9/2018
Job Category:
Customer Service
Industry:
Food & Beverage
Customer Satisfaction Center Representative
(This job is no longer available)
Wegmans Food Markets, Inc. | Rochester, NY
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Job Description

Customer Satisfaction Center Representative

Job Posting: 03/05/2018 Job ID: R0003578 Location: Rochester, NY Address: 1500 Brooks Ave Age Requirement: Must be 18 years or older. Days Hours Req: Candidates must be available to work a flexible, varying schedule to support business needs, which includes 3:30 pm-1:30 am with a minimum of 1 Weekend day Schedule: Full-time

Support the 24/7 call center by answering all incoming calls and assisting internal customers, acting as the liaison between Stores and Distribution / Supply Chain for Rochester and RSC. Conduct research and provide timely updates to our stores to ensure all questions are answered regarding orders, ordering process and load status. Utilize various systems, resources and internal/external business partners to troubleshoot and resolve all issues.


Customer (What We Believe)

  • Provide a direct communication link between our Stores and Distribution Operations / Supply Chain via various mediums including phone, email and SharePoint
  • Provide professional and responsive phone coverage as a resource to our customers while answering questions and troubleshooting issues
  • Provide load status information, problem resolution and make knowledge based business decisions; serve as a liaison between our customers and Distribution Operations
  • Conduct the necessary research to resolve customer inquiries; partner closely with Stores, Distribution Operations, Supply Chain/Logistics, Vendors, Carriers and other subject matter experts
  • Utilize multiple computer systems (Remedy, WBA, Red Prairie, Report Routing, OMS, Trans2K, and Omnitracs) to identify trends, track deliveries and make recommendations for continuous improvement
  • Record accurate details of each customer communication/resolution into a computer tracking system
  • Support the Logistics team as needed to set and monitor trailer temperatures to ensure food safety, answer driver PO questions, communicate efficient product flow, and track product

Results (What We Measure)

  • Contribute to a team atmosphere by maintaining two-way communication among all group members and business partners
  • Prioritize requests and department activities while managing frequent interruptions; ensure that all responsibilities are completed efficiently, accurately, consistently, and within commitment times
  • Maintain a continuous improvement focus to make suggestions around improving processes

People (Who We Are)

  • Support, encourage, and respect co-workers
  • Work with supervisor to set and achieve goals for professional development
  • Comply with Wegmans Policies and Work Rules, as well as, federal and state laws
  • Maintain open lines of communication with supervisors and coworkers to ensure the most efficient operations in the department
  • Preserve our culture and focus on Keeping Wegmans the Best by putting our people first and living our values to ensure Wegmans remains a great place to work

Work Environment

  • Works involves continuous interaction with co-workers in fast-paced environment
  • Work includes sitting for prolonged periods, along with repetitive hand and arm movements
  • Work requires frequent use of the telephone and computer
  • Responsible for moving and lifting an average of 1 - 5 pounds with a maximum weight lifted of 10 pounds occasionally

Employment at Wegmans may be contingent upon your completion and our evaluation of a drug screen physical and/or criminal background check. All Applicants will be screened; only those closely matching the job posting will be interviewed.

Qualifications

Preferred Qualifications
  • Administrative Assistant or Service Desk experience
  • Experience at the Customer Service Team Member level
  • Experience with any of the following systems: Remedy, WBA, Red Prairie, Report Routing, OMS, Trans2K, and Omnitracs
  • Previous Call Center experience

Preferred Skills
  • Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook)

About Wegmans Food Markets, Inc.

Wegmans Food Markets, Inc. is a 62-store supermarket chain with stores in New York, Pennsylvania, and New Jersey. The family-owned company was founded in 1916. Wegmans is recognized as an industry leader, an innovator, and is known for its strong commitment to the communities where it operates stores. It has been listed among Fortune magazine's "100 Best Companies To Work For in America" for five consecutive years.