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Client Relations Specialist

2 months ago

Sturtevant, Wisconsin, United States United Natural Foods Full time
About Us:

United Natural Foods Inc. (UNFI) is the premier distributor of natural, organic, and specialty food products. Our goal is straightforward: to enhance the food choices available to individuals everywhere, fostering a healthier future for all.

As a vital member of our Customer Experience team, you will contribute to our mission by engaging in administrative tasks, data management, and, most importantly, delivering outstanding service to our clients. Below are the details regarding the Customer Experience Representative position.

Position:
Customer Experience Representative

Employment Type:
Full Time

Work Schedule:
Sunday – Thursday, 8:30 am – 5:00 pm EST

Language Proficiency:
English

Location:
Remote (Attendance at in-person meetings may be required as directed by management)

Annual Compensation:
$39,700 - $41,500

Role Overview:
The Customer Experience Representative is responsible for ensuring a superior customer experience while fostering strong professional relationships with both internal and external clients. This role serves as the primary contact for assisting with multimedia ordering systems and the UNFI website. Responsibilities include supporting customers nationwide with order processing, status inquiries, and troubleshooting. The representative will also participate in sales initiatives and other customer engagement activities.

Key Responsibilities:
  • Assist clients with order placements, claims, and product inquiries.
  • Ensure timely entry of customer orders received through various channels.
  • Manage incoming customer calls effectively.
  • Oversee credit card transactions, order confirmations, and manage exceptions to minimize errors.
  • Resolve customer inquiries and issues promptly or escalate as necessary.
  • Provide assistance with general inquiries related to the UNFI website.
  • Adhere to established performance metrics to maintain optimal customer satisfaction.
  • Offer basic information regarding pricing, discounts, billing, and shipping.
  • Engage in outbound call campaigns as directed by the Logistics team.
  • Investigate and resolve order and claim discrepancies.
  • Input data and engage in workflow processes within the Customer Relationship Management (CRM) system.
  • Support departmental leadership with relevant statistics and reporting.
  • Complete necessary records and documentation as assigned.
  • Participate in customer surveys and sales performance initiatives.
  • Maintain communication with management regarding significant issues and activities.
  • Perform additional duties as required.

Qualifications:
Education:
High School Diploma

Experience:
  • Minimum of 3 years in a Call Center or related customer service role.

Knowledge:
Commitment to learning about company products, sales policies, and procedures.

Skills & Competencies:
  • Exceptional verbal and written communication skills.
  • Professional demeanor and integrity.
  • Able to thrive in a fast-paced environment.
  • Ability to work independently and collaboratively.
  • Friendly and approachable phone manner.
  • Adaptable to change.
  • Strong attention to detail.
  • Capable of multitasking to meet various deadlines.
  • Typing speed of 45 wpm or more.
  • Basic proficiency in 10-key data entry.

Why Choose UNFI Canada:
We offer a competitive salary, comprehensive health and dental benefits from day one, flexible work-from-home options, paid time off, and a Registered Retirement Savings Plan (RRSP) with employer matching after six months. Enjoy employee discounts on natural and organic products and work within a supportive team environment.

Our Commitment:
UNFI is dedicated to fostering a diverse and inclusive workplace. We encourage applications from all qualified individuals, regardless of gender, age, race, ethnicity, disability, or other factors. We are committed to providing accommodations for persons with disabilities throughout the recruitment process.