At SpartanNash, we deliver the ingredients for a better life through customer-focused innovation. We do this for our supply chain customers and U.S. military commissaries, retail store guests and, most importantly, our Associates. In fact, we see a day when each will say, "I can't live without them."
Our SpartanNash family of Associates is 17,000 strong, ranging from bakery managers to order selectors; from IT developers to vice presidents of finance; from HR Business Partners to export specialists. Each of them plays an integral role in SpartanNash's People First culture, Operational Excellence and Insights that Drive Solutions. Ready to contribute to the success of our food solutions company? Apply now!
Location:
1814 Breton Rd SE - Grand Rapids, Michigan 49506
Job Description:
Position Summary:
This role is responsible to oversee the daily activities of the Customer Service team and for meeting or exceeding the personal performance measures established for this operation and the assigned team and facility. Ensures the efficient utilization of customer service equipment (phones, computer terminals, etc.) and recommends corrective services to adjust customer complaints when necessary.
Here's what you'll do:

• Review customer issues such as customer satisfaction, high pricing or late deliveries and support the Sales team with any ongoing issues.
• Evaluate the effectiveness of the customer service operation, recommend process adjustments, system enhancements, and ensure customer satisfaction meets or exceeds expected service levels.
• Oversee the department to maintain customer contact via telephone, e-mail, and written communication to aid and protect the positive relationship between the Company and the customers.
• Schedule and organize personnel to accommodate anticipated workflow.
• Delegate, monitor and coordinate department functions to meet deadlines required by customers and operations.
• Monitor and documents the quality of transactions processed incoming and outgoing telephone calls, images reviewed and provide continuous feedback to staff.
• Provide input and/or assistance in formulating new policies and procedures; recommend changes to existing policies and procedures as required to improve operations in efficient achievement of performance indicators or to support changing business requirements.
• Communicate, implement and interpret customer service policies and procedures.
• Recommend and coordinate the implementation of new procedures.
• Develop and maintain working relationships with key customer contacts; through interactions build an understanding of business issues, future needs, etc. and document such information and inform sales personnel as appropriate.
• May be responsible for department supervision including assistance with staffing, training, performance management and career development of associates, and developing and monitoring department goals.
• Develop and monitor department budget as requested.
• Responsible for the processing of all orders for assigned key account(s).
• Ensure stores are contacted directly if they have not submitted an order before the order cut-off time to ensure that all orders have been received by the warehouse.
• Additional responsibilities may be assigned as needed.

Here's what you'll need:

• Associate degree (Preferred) in Business Administration or related area preferred.
• Three years of customer service experience, preferably in the food distribution industry.
• One-year prior supervisory experience preferred.
• Strong written and verbal communication skills; ability to effectively listen and elicit information.
• Strong team leadership, motivation, and interpersonal skills and ability to train and supervise staff.
• Strong organization and prioritization skills.
• In-depth knowledge of commonly used customer service concepts, practices, and procedures.
• Proficient with Microsoft Office Excel, Word, and PowerPoint.

Physical Requirements:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
May be required to lift and/or move 20 pounds. The associate is frequently required to sit/stand/walk. While performing the duties of this position, the associate is subject to a typical office environment and is rarely exposed to outside weather conditions. Temperatures may vary for those subject to any of the following areas: computer/server room, print shop, production area). The noise level in the work environment is usually low to moderate but may be high in distribution settings. Travel requirements vary by assignment.
As part of our People First culture, SpartanNash is proud to offer a robust and competitive Total Rewards benefits package .
SpartanNash is an Equal Opportunity Employer, including disability and veteran, that celebrates diversity and believes employing a diverse workforce is key to our success. We are committed to providing equal employment opportunities to all individuals.
We are not able to sponsor work visas for this position.

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