Customer Service Assistant

Job Description

SUMMARY: Responsible for providing superior customer service to all visitors to the AWG Nashville Division office. This includes greeting members, vendors and all visitors onsite as well as ensuring the office phone inquiries are routed to the appropriate AWG employee. Follow through with problem resolution on calls from member stores to achieve the ultimate customer service goal.

This position supports AWG's mission to remain firmly committed to our long-established mission statement:

"Our mission is to ensure the success of our member retailers and provide opportunities to our employees. This will be accomplished by satisfying the customers' and our member retailers' needs for quality supermarket merchandise and superior support services. We will do this with high-quality employees whose mission is to provide the lowest possible cost of goods in order to ensure our members' profitability, competitiveness, and continued growth."

ESSENTIAL DUTIES AND RESPONSIBILITIES:


The individual must have the ability to perform the responsibilities listed below. The list is not all-inclusive of duties that may be requested by the department head or a member of upper management, but is intended for an understanding of the purpose of the position. It is the responsibility of each individual at AWG to provide ultimate customer service to our members to support their efforts in increasing same-store sales and profits.

• Greet members, visitors, and vendors at the Nashville Division office and direct them to the correct destination or AWG employee
• Monitor visitor access and maintain security awareness
• Answer the telephone, screen, and direct calls
• Take and relay messages
• Provide required information to callers.
• Provide general administrative and clerical support.
• Handle member calls in a polite and courteous manner, provide information, and resolve issues in a timely and accurate manner.
• Communicate with stores to resolve credit and miss-ship issues.
• Enter miss-trip, damaged, and short-dated claims, called in by member stores, to the online credit system for processing.
• Work closely with loss control to coordinate product pickups, tracking orders, and confirmations for members. Work closely with route control for special deliveries (including handbills) and order confirmations for members.
• Member research on issues such as tote credits, product credits, product availability, or any question or concern that requires research to provide an answer.
• Perform other clerical duties as required.
• Work as a member of the AWG team so that the total job responsibilities are met. Actions must always stress a sense of cooperation, integrity, tact, and consideration with our members, associates, and division management.
• This position requires strong communication and computer skills with the ability to use and learn new technology.
• Other duties may be assigned.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. A reasonable accommodation will be considered according to the ADA if it would not impose an undue hardship on the operations of the business without significant difficulty or expense. The accommodation would permit a qualified employee the ability to perform all essential functions of the job within the safety and company guidelines of the position.

EDUCATION/CERTIFICATIONS and/or EXPERIENCE:

One to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS: Ability to read and speak fluent English. Bilingual-Spanish preferred but not required.


MATHEMATICAL SKILLS: Possess the ability to read and interpret departmental financial and operating statements, policy and procedure manuals. Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and taste or smell. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Indoors. Adequate heating, cooling, lighting and ventilation. The noise level in the work environment is usually moderate.

This position's basic purpose is to use all available resources to guide the Nashville Division office to continuous growth and financial success.