Part-Time Customer Service Agent

Wakefern Food Corp. is the largest retailer-owned cooperative in the United States and supports its co-operative members' retail operations, trading under the Shop Rite®, Price Rite®, The Fresh Grocer®, Dearborn Markets®, Fairway® and Gourmet Garage® banners.

Employing an innovative approach to wholesale business services, Wakefern focuses on helping the independent retailer compete in a big business world. Providing the tools entrepreneurs need to stay a step ahead of the competition, Wakefern’s co-operative members benefit from the company’s extensive portfolio of services, including innovative technology, private label development, and best-in-class procurement practices. Together….We make Wakefern work!

The Customer Service Agent is responsible for supporting all aspects of replenishment and logistics activity within the department. General responsibilities include answering phone and email communications from internal and external customers including all banners, Wholesale customers and Wakefern product divisions. Core functions of this role include completing delivery discrepancy investigations, handling all types of store orders, supporting order scheduling, including DSD, directs, Wholesale and Transdock orders.

During any type of Logistics crisis, the CSR represents the division, including staffing the Emergency Operations Center. The work performed is in a high volume call center and the CSR serves as a first-contact associate for store logistical needs.

• Answer and respond to inbound calls and emails from retail locations
• Complete a delivery discrepancy investigation from start to finish, including reporting activities; use of the Delivery Discrepancy Application (DDA) is required
• Complete order poll monitoring from start to finish
• Create a report card; explain how to create a report card
• Create, adjust, cancel and understand a store order
• Create, update, cancel and understand a store return
• Understand basic information on an invoice, delivery receipt, loading diagram
• Understand, create and update an ordering schedule
• Understand basic information about Directs, Direct Store Deliveries (DSDs) and other non-warehouse deliveries
• Able to use the major scheduling, audio and video programs as well as an ability to learn new technologies and interfaces

• High school graduate or equivalent
• Outstanding telephone etiquette, verbal and written communication skills; ability to handle very heavy telephone volume
• Strong problem solving and critical thinking skills
• Ability to work in a fast-paced environment without constant direct supervision
• Good software skills;
  Microsoft Office Suite proficiency required; previous use of logistics-related software preferred (CGO, Cisco Finesse, Cisco Web Ex, LINK, Micro Strategy, Pega Delivery Discrepancy Application, QMF, RAPID, Smartsheet, WMS)
• Work schedule flexibility;
  Split Work Week (any 4 out of
  7)
  - Saturday and Sunday weekend coverage required
• 1st shift; 7am-3pm or 8am-4pm

• Ability to sit and work at a desk for long periods of time
• Ability to view screens for long periods of time
• Communicate Effectively
• Build Relationships
• Stay Competitive
• Develop You
• Drive For Results

The hourly salary range for this position is $20.77 to $26.00. Placement in the range depends on several factors, including experience, skills, education, geography, and budget considerations.

Wakefern is proud to offer a comprehensive benefits package designed to support the health, well-being, and professional development of our Associates. Benefits include medical, dental, and vision coverage, life and disability insurance, a 401(k)-retirement plan with company match & annual company contribution, paid time off, holidays, and parental leave. Associates also enjoy access to wellness and family support programs, fitness reimbursement, educational and training opportunities through our corporate university, and a collaborative, team-oriented work environment.

Many of these benefits are fully or partially funded by the company, with some subject to eligibility requirement