Customer Service Specialist

Job Summary:

The Customer Service Specialist will support various key functions including contract and price change management, deduction claims management, customer order support. 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
• Deduction Claims Management
• Customer Order Support 

Core Functions:

Contract & Price Change Management

• Work closely with the Corporate Sales Managers supporting Kroger merchandising and suppliers to execute Kroger contracts in accordance with agreed upon terms.
• Maintain pricing changes in accordance to company guidelines.
• Maintain and navigate records database.

Deduction Claims Management

• Uses systems, reports, and Standard Operating Procedures to work assigned claim steps and gather supporting claim information
• Provide research & support relating to supplier & Kroger deductions and audits
• Research validation issues and recommend appropriate solution
• Process invalid claims in accordance with set policies and guidelines

Customer Order Support

• Manage date changes, late trucks, order revisions, appointment assistance, and shortages with Kroger buyers
• Anticipates customer needs, champion for the customer, act with customers in mind, exceed customers’ expectations, gains customers’ trust and respect
• Maintain the broker’s purchase order database
• Review POs for accuracy
• Communicate with Sales force and/or Customers on orders received, corrections and order status
• Enters and processes accurate and timely orders/invoices
• Reconcile orders to ensure the accuracy of information
• Support special projects as needed

Other Duties

• Respond in a timely manner to internal and external correspondence via email and phone.
• Ad hoc reporting as required
• Provide administrative and analytical support
• Perform data entry
• Reconcile Kroger purchase orders (POs) against commission checks
• Cross Training Opportunities: contract generation in Tradepoint, Item Set Up in Kroger Vendor Portal
• Additional Responsibilities as assigned
• Other duties as assigned 

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.

Benefits and Additional Compensation Statement: At Empire Marketing Strategies, we prioritize the well-being and support of our team members by offering comprehensive benefits packages tailored to different employment types:

• Full-Time Associates: 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: Eligible for our retirement program and access to mental health support resources.