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Grocery Order Specialist

2 months ago

Allendale, Michigan, United States SpartanNash Full time
Company Overview:

At SpartanNash, we are dedicated to providing the essential components for a better lifestyle through innovative customer engagement. Our focus extends to supply chain clients, military commissaries, retail patrons, and, most importantly, our dedicated Associates. We envision a future where every stakeholder expresses, "I can't imagine life without them."

About Us:
Our SpartanNash family comprises 17,000 diverse Associates, including roles such as bakery managers, order selectors, IT developers, finance executives, HR Business Partners, and export specialists. Each individual plays a vital role in fostering SpartanNash's People First culture, ensuring Operational Excellence, and generating Insights that Drive Solutions.

Position Summary:
This position is pivotal in overseeing the eCommerce operations for processing grocery orders received online from customers. The primary responsibilities include ensuring that orders are accurately picked, appropriately packaged, and stored as necessary, all while maintaining a timely pick-up process.

Key Responsibilities:

  • Lead the eCommerce workflow for processing online customer orders and either personally pick or delegate the picking of items.
  • Review customer notes and special requests to ensure that selected products align with customer expectations; address any issues that arise, such as product substitutions.
  • Maintain quality control by handling products with care, particularly perishables and fragile items, during the selection and packing processes to minimize damage and enhance customer satisfaction.
  • Scan items, verify order totals, and ensure accuracy for products priced by weight, including produce, deli, and meat/seafood items.
  • Adhere to proper storage protocols to maintain the correct temperature for orders.
  • Report any customer issues, discrepancies, or damages to management promptly.
  • Investigate and resolve customer complaints in a timely and appropriate manner.
  • Deliver focused and effective customer service, implementing company service programs and modeling high standards to achieve positive customer experiences.
  • Comply with all PPE and safety guidelines, as well as food safety and cleaning expectations.
  • May assist in other departments as needed based on customer experience requirements.
  • Additional responsibilities may be assigned as necessary.

Qualifications:

  • High school diploma or GED is preferred.
  • One year of retail or related experience is preferred.
  • Strong written and verbal communication skills, with the ability to interact professionally with customers.
  • Excellent organizational and prioritization abilities.
  • Capability to make informed decisions and resolve issues effectively.
  • Knowledge of suggestive selling and product information.
  • Detail-oriented with a focus on efficiency.
  • Ability to learn about products and store layout for effective picking.
  • Proficient in Microsoft Office applications (e.g., Word, Excel, PowerPoint).
  • Flexibility to work a schedule that meets departmental needs.

Physical Requirements:
The physical demands outlined here represent those that must be met by an Associate to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Associates may be required to lift and/or move up to 30 pounds frequently and up to 50 pounds occasionally. The role requires standing and walking for extended periods, as well as frequent bending, stooping, twisting, and turning. The work environment typically reflects a retail setting with varied temperatures and exposure to outdoor weather conditions. Noise levels are generally low to moderate.

As part of our People First culture, SpartanNash is proud to offer a comprehensive and competitive Total Rewards benefits package. We are an Equal Opportunity Employer, including disability and veteran status, and we celebrate diversity, believing that a diverse workforce is essential to our success. We are committed to providing equal employment opportunities to all individuals.