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Logistics Customer Service Agent
2 months ago
Position Summary:
The Customer Service Agent is responsible for answering calls, responding to customer inquiries and processing claims for store order delivery discrepancies. The Customer Service Agent works in conjunction with the Local or Regional Distribution Centers to provide the stores with a resolution totheir inquiries or claims. Role model and demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety of others.
Responsibilities
- Essential Job Functions:
- Answer incoming customer calls, responding to the store's immediate needs, as well as following up with the store on issues that need further investigating to provide a timely solution to the store.
- Ability to problem-solve with a goal of first contact resolution.
- Completing Call Logs and researching order discrepancies using computer systems.
- Input accurate store information into the Call Log while speaking on the phone.
- Ability to research and toggle between multiple applications while speaking on the phone.
- Responsible for researching and resolving order discrepancies supporting Kroger's Customer 1st strategy.
- Recognizing, documenting, and informing the supervisor regarding the trends in customer calls or concerns.
- Tracing late deliveries.
- Keying special orders for store product produced from Regional Distribution Centers.
- Provide Distribution Centers with information which could prevent future losses.
- Process store delivery claims for credit via the web based Customer Service claims site.
- Work with Local and Regional Distribution Centers to investigate store claims.
- Communicate with all levels of the business to gather information to resolve store claims or inquiries. Frequent contact with General Office Merchandising/Procurement staff, Corporate Technology, Store Associates, Distribution Center Supply Chain Management/support staff, Kroger General Office Logistics.
- Must be able to perform the essential functions of this position with or without reasonable accommodation.
- Desired Previous Job Experience
- Customer Call Center experience.
- Retail experience in dealing with customers.
- Technical support positions.
- Must have a high school diploma or GED.
- Previous Customer Service Center experience preferred but not mandatory.
- Ability to work independently as well as be a team player.
- Must be able to handle multiple tasks concurrently.
- Ability to organize and prioritize a variety of tasks/projects.
- Strong written and verbal communication skills with the ability to effectively communicate information to all contacts.
- Strong attention to detail is required.
- Ability to maintain composure during stressful situations.
- Skill and diplomacy dealing with people.
- Sense of urgency when dealing with customers.
- PC skills with a minimum working knowledge of Microsoft Excel, Word, Outlook and Internet Explorer 7 and willingness and ability to learn new software applications with minimum difficulty.
- Strong ability to problem solve / thinks outside the box.
- Mathematical aptitude.
- Schedule availability to include; 10:45AM-7:15PM Monday -Friday; 7:30AM-5:15PM Sat/Sun; Weekend and Holiday Rotation. Must be able to work different shifts per the needs of the business.
