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Cust Care Acct Specialist II in Aurora at United Natural Foods, Inc.

Date Posted: 4/14/2018

Job Snapshot

Job Description

POSITION PURPOSE

The Customer Care Account Specialist II is responsible for all duties specifically for top tier A level accounts, related to promotional and new item process execution and provides communication and analytical data for customers. High level tasks included communicating customer specific promotions to internal departments and maintaining up to date information for each customer or chain. This role brings industry knowledge, exceptional critical thinking skills, outstanding communication skills (verbal and written), and a very high degree of business acumen to the account team. The Customer Care Account Specialist II must execute and prioritize in a very fast paced environment and often adapt to changing customer needs with little notice.  This role provides cross functional leadership working with Account Managers, Customer, Inventory Planning, Supplier Relations, Operations, Transportation and Financial Planning & Analysis.  As a result very strong organizational, technical skills and attention to detail are a must. Working daily with the Channel Account Manager, this role provides critical service to top accounts. This role also serves as a mentor to the Customer Care Account Specialist I role.

 

EEO/VETERANS/DISABLED

ESSENTIAL FUNCTIONS AND BASIC DUTIES

  • Primary contact for Account Management at Corporate level to maintain all required information necessary to support customer requests and initiatives.
  • Partners with Account Management, Account Specialists I, II and internal departments to resolve customer issues.
  • Communicates frequently with customers at a corporate or leadership level. Attending offsite customer or broker meetings as needed to support the account.
  • Oversees all day to day customer needs that require immediate action or follow up.
  • Responsible for making Independent decisions using individual discretion and judgement that result in long term issue resolution.
  • Manage and direct the implementation of discontinued products and pack size changes with the customer.
  • Manage and direct execution of promotion and new item process for assigned accounts in conjunction with internal departments.
  • Manage data synchronization process with accounts to stay on alignment with customer data systems.
  • Work with broker reps, vendors, customers and account management to establish new or promotional item selection and executing new item intros and promotional orders through UNFI internal teams.
  • Analyzes customer specific national and regional custom discount files within UNFI systems; employing individual interpretation of available deals and determines “best deal” analysis to ensure the customer receives the lowest price available.
  • Analyze, identify and trouble shoot item discrepancies from file matches as well as identifying and resolving technical requirements for supplying the customer item and pricing data files.
  • Communicate with Account Management any issues surrounding order fulfillment and delivery in a timely manner.
  • Review New Store Opening accounts within the UNFI business systems, as well as those accounts that require special handling. Ensure proper attributes, tables (i.e. discount sales tables), and price structure is activated on each account.
  • Coordinates with outside sales reps (Channel Account Manager or Reg’l Sales Manager) to ensure that all initial opening store information is correct and in place for the new store opening.
  • Manages the process of entering, communicating, and monitoring opening sales orders in a timely manner, ensuring proper lead times are met.
  • Interfaces with purchasing to ensure adequate inventory levels for the facilitation of large retail purchases and opening store orders.
  • Responsible for clear and thorough communication with the routing and operations departments to communicate impending large purchases on opening store orders and refill orders, including any special delivery requests.
  • Solicits discounts from brokers and manufacturer representatives for opening order discounts. Ensures that credits are issued when discounts are given.
  • Responsible for the execution process to acquire new store deal sheets within the company-established guidelines and creates and maintains the discounts for these deals.
  • Creates customized spreadsheets that list the New Store deals that have been authorized.
  • Create, edit, and maintain reports as required by the customer (sales, inventory, performance).
  • Demonstrate knowledge of UNFI services offered, resources, policies, and publications.
  • Execute and prioritize in a very high stress and fast paced environment and often adapt to changing customer needs with little notice.
  • Relies on experience and judgment to plan and prioritize workload to accomplish goals.
  • Manage communications with internal Operational and Transportation teams about the distribution of special orders, promotional orders, and new items in a timely manner providing specific order volumes and ship dates.
  • Mentor/coach the Account Specialist I to support knowledge and skill advancement, ensuring the desired customer experience.
  • Performs other job duties as assigned.

Job Requirements

QUALIFICATIONS:

Education/Certification:

  • Bachelor’s Degree preferred or equivalent related training and experience

 

Experience:

  • Five (2-5) year’s customer care related experience is required
  • Experience prioritizing and/or manage time, projects, records etc
  • Must have experience servicing high profile accounts and the practices and procedures specific to the required tasks
  • Analytical background in consumer packaged goods distribution and/or category management preferred
  • System Implementation preferred

Knowledge:  

  • Demonstrated knowledge of Customer Care, Industry or UNFI
  • Proficient in Microsoft office Applications including Excel, Word, and Outlook
  • Proficient in analytics and reporting
  • SharePoint, Access, and ASAP are a plus
  • Product knowledge and industry terms related to UNFI required
  • Knowledge of all company business systems East and West
  • Knowledge of policies and processes specific to Customer Care functions
  • Ability to accurate performs system discounting and price quoting

 

Skills/Abilities:

  • Excellent communication and public relations abilities
  • Strong trouble-shooting and problem-solving skills
  • Service orientation and sincere willingness to assist others
  • Strong attention to detail
  • Ability to evaluate data and make recommendations
  • Ability to multitask and on completing projects with multiple deadlines in a timely manner
  • Ability to work well independently and with a team
  • Excellent decision making and effective negotiation skills
  • Ability to quickly and accurately handle a sporadic workload
  • Ability to train, coach, motivate and lead others
  • Ability to work well independently and with a team.
  • Good decision making and effective negotiation skills
  • Ability to quickly and accurately handle a sporadic workload


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