Customer Relations Associate

Company Overview

Established in 1929, Heinen'sis a leading, family-owned grocery retailer known for its premium-quality products and outstanding customer service. Now in its fourth generation of family leadership, Heinen's operates 24 locations – 19 in the Cleveland, Ohio area and 5 in the Chicago, Illinois market – supported by two distribution warehouses, a food production facility, and a corporate office located in Warrensville Heights, Ohio.

Our culture is rooted in an associate-first philosophy, placing a strong emphasis on the well-being, development, and quality of life of every team member. We offer competitive compensation, professional development and leadership training programs, paid time off, and flexible scheduling designed to promote a healthy work-life balance.

Job Summary

The Customer Relations Associate delivers exceptional service to internal and external customers by providing timely, empathetic, and solutions-oriented support. This role handles inquiries, concerns, and feedback across multiple channels, maintains accurate records, and supports key customer programs while representing the company's values with professionalism.

Key Responsibilities

• Provide courteous, knowledgeable support for customer programs including Loyalty Programs, Weekly Circular, Gift Card Requests, E-commerce, Donation Requests, Payment Issues, and other initiatives.
• Respond promptly to customer inquiries via phone, live chat, and email regarding complaints, shopping support, account questions, product questions, recalls, and special requests.
• Investigate and resolve billing issues, duplicate charges, returned checks, refunds, and credits for e-commerce orders.
• Maintain accurate customer account information across all relevant systems.
• Process and respond to customer comment cards and assist with survey programs.
• Collaborate with Loss Prevention on check cashing policies and returned check procedures.
• Process requests for check writing privileges and cash back.
• Coordinate donation requests with Executive Team Member, issue approved gift cards, checks, and communicate decisions for denied requests.
• Identify and report technical issues with systems, phones, or websites, ensuring proper documentation to I.T.
• Support store teams and associates with customer-related matters.
• Manage processing of Associate Discount Cards and enrollment in the Wellness Program.
• Participate in special projects, contributing problem-solving and collaboration.
• Perform other duties as needed to support department and company objectives.

Qualifications

• 2+ years of customer service or related experience.
• Strong verbal and written communication skills; ability to engage professionally with diverse audiences.
• Proficiency with software, mobile apps, and social media platforms; adaptability to new systems.
• Strong problem-solving skills and sound judgment for customer resolutions, including refunds and gift cards.
• Professional phone etiquette with a customer-first approach.
• Self-motivated with the ability to work independently.
• Excellent organization and multitasking skills with flexibility to adjust priorities.

Heinen's, Inc. provides equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law.

Monday - Friday, 8 AM - 5 PM, flexibility to work weekends and evenings required on an as needed basis.

40 hours/week with overtime as needed.