Customer Service Specialist

Overview

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.

Job Type: Full-time

• 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.

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.

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

• 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.

• 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.

• 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…