Purpose:

The Customer Experience Rep. provides an excellent customer experience and maintains strong professional relationships with internal and external customers. Acts as the primary reference point assisting with multimedia ordering devices and the UNFI Web. Assists customers nationally with order and claims processing, order status, and troubleshooting issues. Participates in sales and other customer communication events. Remains in compliance with established performance metrics that support the desired Customer Experience and assisting in populating data into the Customer Relationship Management (CRM) system. Completes related records, data entry, order processing, reports, and documentation. Aids and assists in the deployment of new tools, system implementation, and upgrades. 

Job Responsibilities:

• Assist customers with orders, claims and furnishes information on products.
• Responsible for the entry of customer orders by order deadline that are received by phone, fax, electronically and/or email.
• Responsible for assisting customers in the call queue.
• Responsible for credit card processing, order acknowledgments, and exception management to prevent order errors.
• Courteously and promptly resolves customer questions and problems or properly refers them to appropriate personnel.
• Assist customers with general UNFI website questions.
• Remain in compliance with established performance metrics that support the optimal UNFI customer experience.
• Provide customers with basic pricing, discounts, billing, and shipping information. Assists with outbound call campaigns provided from Logistics team. Research and resolve problems with orders and claims.
• Populate data and participate in workflow processes within Customer Experience Relationship Management (CRM) or other equivalent system, UNFI business systems and other established department systems.
• Support department leadership with dashboard statistics.
• Completes related records, reports and documentation as assigned.
• Work as assigned on customer surveys, sales for performance incentives (Spifs) and other call campaigns.
• Resolve questions, requests and problems promptly and courteously utilizing the company CRM or other equivalent system for issue tracking and resolution reporting. 
• Keep management informed of area activities and of any significant problems.
• Perform other job duties as required.

Job Requirements:

Education/Certification:

• High School Diploma

Experience:

• 2 - 3 years previous Call Center experience or other related business experience
• Experience working in a Customer Service/Support role required

Knowledge:

• Willingness to acquire knowledge of company products, sales policies, and procedures

Skills & Abilities:

• Excellent communications skills, both verbal and written
• Maintains a sense of professionalism and integrity
• Able to work in a fast paced environment
• Able to work independently as well as part of a team
• Pleasant phone manner
• Flexible with the ability to adjust to change
• Attention to detail
• Ability to multitask to complete projects with multiple deadlines in an accurate and timely manner
• Ability to type 45 wpm+
• Baseline ability to 10-key by touch (industry standard minimum key strokes requirement)

Work Environment:  

Remote Role:  

This position is classified as remote where the associate will perform remote work from their primary residence. Remote associates are welcome to work from the office but are not required to do so. While remote associates are not required to work from an office on a regular basis, they may be required to come to the office or other UNFI locations for necessary business reasons or if directed to do so by their manager. 

About UNFI: We are North America’s premier grocery wholesaler, delivering the widest variety of fresh, branded, and owned brand products to community grocers and retail chains alike. A pioneer in natural and organic foods, we are growing and transforming to meet the needs of an evolving workplace. Our 29,000+ employees work across America in our 50 Distribution Centers and corporate offices. Learn more: Organic, Natural and Conventional Food | Wholesale Food Distributors | UNFI 

Benefits: Health & Dental Benefits offered on Day 1, Competitive PTO, RRSP with employer-matching contributions, employee discount on UNFI products, Remote, internal career opportunities.