- Entry level
- No Education
- Salary to negotiate
Company Name: Kroger Logistics
Position Type: Employee
FLSA Status: Non-Exempt
The Customer Service Agent is responsible for answering calls, responding to customer inquiries and processing claims for store order delivery discrepancies. The Customer Service Agent works in conjunction with the Local or Regional Distribution Centers to provide the stores with a resolution totheir inquiries or claims. Role model and demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety of others.
Essential Job Functions:
Answer incoming customer calls, responding to the store's immediate needs, as well as following up with the store on issues that need further investigating to provide a timely solution to the store.
Ability to problem-solve with a goal of first contact resolution.
Completing Call Logs and researching order discrepancies using computer systems.
Input accurate store information into the Call Log while speaking on the phone.
Ability to research and toggle between multiple applications while speaking on the phone.
Responsible for researching and resolving order discrepancies supporting Kroger's Customer 1st strategy.
Recognizing, documenting, and informing the supervisor regarding the trends in customer calls or concerns.
Tracing late deliveries.
Keying special orders for store product produced from Regional Distribution Centers.
Provide Distribution Centers with information which could prevent future losses.
Process store delivery claims for credit via the web based Customer Service claims site.
Work with Local and Regional Distribution Centers to investigate store claims.
Communicate with all levels of the business to gather information to resolve store claims or inquiries. Frequent contact with General Office Merchandising/Procurement staff, Corporate Technology, Store Associates, Distribution Center Supply Chain Management/support staff, Kroger General Office Logistics.
Must be able to perform the essential functions of this position with or without reasonable accommodation.
Minimum Position Qualifications:
Must have a high school diploma or GED.
Previous Customer Service Center experience preferred but not mandatory.
Ability to work independently as well as be a team player.
Must be able to handle multiple tasks concurrently.
Ability to organize and prioritize a variety of tasks/projects.
Strong written and verbal communication skills with the ability to effectively communicate information to all contacts.
Strong attention to detail is required.
Ability to maintain composure during stressful situations.
Skill and diplomacy dealing with people.
Sense of urgency when dealing with customers.
PC skills with a minimum working knowledge of Microsoft Excel, Word, Outlook and Internet Explorer 7 and willingness and ability to learn new software applications with minimum difficulty.
Strong ability to problem solve / thinks outside the box.
Schedule availability to include; 10:45AM-7:15PM Monday -Friday; 7:30AM-5:15PM Sat/Sun; Weekend and Holiday Rotation. Must be able to work different shifts per the needs of the business.
Desired Previous Job Experience
Customer Call Center experience.
Retail experience in dealing with customers.
Technical support positions.
Education Level: High School Diploma/ GED Required
Required Certifications/Licenses: None
Position Type: Full-Time
Jobs at Kroger Logistics: Kroger Logistics is a best-in-class supply chain team that services our more than 2,500 grocery and convenience stores that stretch coast-to-coast across the U.S., including Alaska. We are comprised of more than 30 distribution centers, regional freight centers, transportation and office locations. In Kroger Logistics, we offer career opportunities in Safety, Professional Driving, Warehouse Operations, International Logistics, Engineering, Supply Chain and Human Resources. If you are looking for an ever-changing, fast-paced environment focused on supporting our Customer 1st Strategy, we welcome your online application.
Kroger Family of Companies employs nearly half a million associates who serve customers in 2,782 retail food stores under a variety of local banner names in 35 states. Our Family of Companies also operates 2,268 pharmacies, 274 fine jewelry stores, 1,489 supermarket fuel centers and 38 food production plants in the United States. Kroger is dedicated to our
About the company
Kroger, one of the world’s largest retailers, employs more than 339,000 associates who serve customers in 2,425 supermarkets and multi-department stores in 31 states under two dozen local banner names including Kroger, City Market, Dillons, Jay C, Food 4 Less, Fred Meyer, Fry's, King Soopers, QFC, Ralphs and Smith's. The company also operates 789 convenience stores, 337 fine jewelry stores, 1,109 supermarket fuel centers and 38 food processing plants in the U.S. Kroger also operates over 80 “The Little Clinic” retail healthcare sites inside select Kroger, King Sooper and Fry’s stores.
Recognized by Forbes as the most generous company in America, Kroger supports hunger relief, breast cancer awareness, the military and their families, and more than 30,000 schools and grassroots organizations in the communities it serves. Kroger contributes food and funds equal to 160 million meals a year through more than 80 Feeding America food bank partners. For more information please visit Kroger.com.