Customer Service Representative

Department: LOG Warehouse Services
Position Type: Employee
Position Reports To: Loss Prevention Manager
Position Supervises: N/A
Pay Level:
FLSA Status: Non-exempt
 

 

Position Summary:

Answer calls, respond to customer inquiries and process claims for store order delivery discrepancies. Work in conjunction with the local and/or regional distribution centers (DCs) to provide stores with a resolution to their inquiries/claims. Demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion and safety.

Essential Job Functions:

• Answer incoming customer calls, respond to stores’ immediate needs and follow up with stores on issues that need further investigating to provide a timely solution
• Apply critical thinking to problem-solve issues with a goal of first-contact resolution
• Complete call logs and research/resolve order discrepancies to support Kroger’s Customer 1st strategy
• Input accurate store information into the call log while speaking on the phone
• Conduct research and toggle between multiple applications while speaking on the phone
• Recognize/document trends in customer calls/concerns; inform the supervisor of those trends
• Trace late deliveries
• Key in special orders for store product produced from regional DCs
• Provide DCs with information that could prevent future losses
• Process store delivery claims for credit via the web-based customer service claims site
• Partner with local/regional DCs to investigate store claims
• Communicate with all levels of the business to gather information needed to resolve store claims/inquiries
• Maintain frequent contact with General Office (G.O.) Merchandising/Procurement staff, corporate Technology, store associates, DC supply chain management/support staff and the Kroger G.O. Logistics team
• Maintain flexibility to work any shift
• Must be able to perform the essential functions of this position with or without reasonable accommodation

Minimum Position Qualifications/Education:

• High school diploma or GED
• Ability to work independently as well as be a team player
• Ability to organize/prioritize a variety of tasks/projects
• Strong written/oral communication skills with the ability to effectively communicate information to all contacts
• Strong attention to detail is required
• Ability to work in a fast-paced environment
• Skill/diplomacy in dealing with people and a sense of urgency when dealing with customers
• Proficient Microsoft Office skills and a willingness/ability to learn new software applications with minimum difficulty
• Strong ability to problem solve and think outside the box
• Good math skills (ability to add, subtract, multiply and divide)

Desired Previous Job Experience:

• Customer service center and/or customer call center experience
• Experience assisting customers in a retail environment
• Technical support positions

 

Leadership Behaviors: Achieves Results through Teamwork, Coaches and Develops Others, Communicates Effectively and Candidly, Executes with Excellence, Leads Change and Innovation, Leads through Positive Influence, Provides Clear and Strategic Direction, Puts the Customer First. For more information on the Kroger Leadership Behavior model, click .

 

 

Education Level: High School Diploma/GED Desired
Required Certifications/Licenses: None
Shift(s): Day
Regions: South

States: Tennessee
Keywords: customer service, claims, agent, representative