Customer Service Specialist

Description

About Us:

Empire Marketing Strategies has been a leader in delivering exceptional in-store execution for over 40 years, enhancing the customer experience in grocery retail. Operating in all 18 Kroger divisions across the U.S., we partner with some of the world's top brands to optimize their presence in over 2,500 store locations. Our team thrives on tackling diverse challenges in the fast-paced retail industry. We value dedication, talent, and a passion for excellence.

Why Join Us?

• M-F Work Schedule with 9 Holidays off
• Earn a competitive salary plus 80% employer-covered benefits
• Our Educational Assistance Program empowers associates to enhance their business-related skills through continued learning and development.
• We offer exciting opportunities for growth within the organization, helping you build a meaningful and rewarding career.
• A dynamic work environment where you’ll make a real impact.
• Full-Time Associates are eligible for medical, dental, vision, life and AD&D insurance, disability coverage, a retirement program, mental health support, paid time off, and 9 paid holidays annually.
• Part-Time Associates are eligible for our retirement program and access to mental health support resources.

Job Summary:

The Customer Service Specialist will support various key functions including contract and price change management, claims management, customer order support, and digital content management, with team members specializing in each area. This position involves collaborating with internal teams and external partners to ensure accurate execution of contracts, pricing, claims, and orders. The role requires excellent problem-solving, communication, and attention to detail across all responsibilities.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions:

• Contract & Price Change Management
• Claims Management
• Customer Order Support
• Digital Content Management

Core Functions:

Contract & Price Change Management

• Works closely with the Corporate Sales Managers supporting Kroger merchandising and suppliers to execute Kroger contracts in accordance with agreed upon terms.
• Contract generation for clients in Kroger’s Tradepoint system
• Maintain pricing changes and guidelines in accordance to company guidelines.
• Assist in the execution of price changes related to advertised and unadvertised promotion strategies.
• Maintain and navigate an extensive records database.

Claims Management

• Processes escalated claims, assesses the reason for the escalation, and provides resolution in priority order as directed by the Supervisor
• Searches for and links invoices, contracts, and Proof of Performance to claims as needed
• Uses systems, reports, and Standard Operating Procedures to work assigned claim steps and gather supporting claims information
• Processes invalid claims in accordance with set policies and guidelines
• Corrects and resolves claims ‘clean passed’ in error
• Researches validation issues and recommends appropriate solution
• Other duties as assigned
• Provide research & support relating to supplier & Kroger deductions and audits
• Reconciles Kroger purchase orders (POs) against commission checks.

Customer Order Support

• Manage date changes, late trucks, order revisions, appointment assistance, and notify buyers of shortages
• Anticipates customer needs, champions for the customer, acts with customers in mind, exceeds customers’ expectations, gains customers’ trust and respect.
• Handle all calls/emails between buyers and vendors
• Support special projects as needed
• Other duties as assigned
• Assists with tasks and deliverables of the Logistics Manager.
• Maintain the purchase order databases for the importer and brokerage businesses
• Review PO’s for accuracy
• Communicate with Sales force and/or Customers on orders received, corrections and order status
• Troubleshoots issues that arise
• Assists with general administration
• Enters and processes accurate and timely orders by utilizing EDI and order requirements.
• Ensures accurate entry through knowledge of client’s items/policies for proper delivery to the customer.
• Reconcile orders to ensure the accuracy of information. Indicates discrepancy by tagging with promotion/pricing/etc. a dispute in the system.

Digital Content Management

• Assist clients with 1WS & VIP Maintenance including supplier item set-up in Kroger’s systems
• Support the content management and syndication process: organizing and uploading all content attributes and files to the content management and syndication platform.
• Ensure that all content updates are published and live on each retailer’s site.
• Develop and maintain effective working relationships with team members and internal partners to establish a collaborative and dynamic approach to our services.
• Act as a SME to influence and support solutions that help us in meeting client needs, to ensure business commitments and objectives are met.
• Training and development, as needed, to learn new tools, systems, and processes in support of job duties

Other Duties

• Respond in a timely manner to internal and external correspondence via email and phone.
• Perform high level Excel spreadsheet functions including: vLookups, Indexes, Create and Modify Pivot Tables, Data manipulation, creating data tables and charts, filtering data lists, templates and importing and exporting data.
• Ad hoc reporting as required.
• Provide administrative and analytical support.
• Perform data entry
• Create and maintain complex spreadsheets.

Requirements

Education and Experience:

• High School Degree or equivalent required.
• 3+ years of experience with receptionist and data processing duties.
• Experience with large data sets in MS Excel preferred.

Required Skills/Abilities:

• Excellent organizational and time management skills.
• Effective communication, interpersonal, and follow-up abilities.
• Ability to work independently and collaborate as part of a team.
• Strong attention to detail and the ability to handle multiple tasks simultaneously.
• Critical thinking skills and adaptability to changing circumstances.
• Working knowledge of Microsoft Office programs, including Microsoft Outlook and Teams.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.

Tools and Equipment:

• Regular operation of a personal motor vehicle, to and from work sites.
• MS Excel, Outlook, & Kroger systems (Tradepoint,1WS, VIP)

Work Environment:

• Duties are typically performed in an indoor, office environment.
• Noise levels – typically low to moderate.