Customer Service Administrator

Job Description

Job Description

On Shelf Marketing Group (OSMG) - Cincinnati is a Faith Based Full-Service Broker specializing in Kroger (Customer). The ideal candidate will exhibit high standards, excellent communication skills, and have an ability to take initiative, and prioritize daily tasks. A strong ability to take charge and meet tight deadlines will ensure your success in this multi-faceted role. This is NOT a REMOTE Position.

The Customer Service Administrator is responsible for managing customer service activities in alignment with OSMG, client, and Kroger policies. This role communicates with internal and external partners, resolves service issues, and supports continuous improvement to deliver high‐quality service.

Key Responsibilities

·        Build and maintain strong relationships with the Client’s Logistics/Orders team.

·        Research and resolve customer service issues in collaboration with internal and external partners.

·        Accurately process and maintain orders in the broker order system based on OSMG, Kroger, and client guidelines.

·        Educate clients on Kroger policies, procedures, and systems; maintain a high level of proficiency in all required systems.

·        Confirm, process, and follow up on orders using strong problem‐solving and analytical skills.

·        Attend business manager and client meetings as needed; maintain accurate documentation, notes, and invoice reconciliation.

·        Meet or exceed productivity expectations and proactively manage deadlines.

·        Identify and communicate operational obstacles; provide recommended solutions.

·        Collaborate with Business Manager, Assistant Business Manager, clients, and SCSA (Sr. Customer Service Administrator) to resolve issues and prevent recurring errors.

·        Keeping broker order system update with new items and cost

·        Understanding EDI (Electronic Data Exchange) process and educating client

·        EDI Cost changes

·        Perform additional tasks assigned

Qualifications

Experience

·        One (1) year of customer service experience preferred.

·        CPG industry or administration experience preferred.

Skills

·        Effective problem‐solving with attention to client needs.

·        Ability to create clear training materials.

·        Ability to navigate storage drives, networks, and cloud systems.

·        Strong relationship‐building skills; team‐oriented mindset.

·        Ability to anticipate needs, prioritize tasks, and manage time.

·        Strong documentation, oral/written communication, and follow‐through.

·        Ability to adapt to business change with a positive attitude.

·        Strong judgment, analytical thinking, and decision‐making.

·        Demonstrate integrity and accountability—honor commitments consistently.

·        Represent OSMG ethically and professionally.

Education:

·        High School Diploma or GED required.

Technical:

·        Proficient in Microsoft Office Suite (Excel, PowerPoint, Word).

·        Ability to operate standard office equipment.

Performance Metrics

• Client / Customer satisfaction
• Problem Solving
• Timelines

Why Join OSMG Cincinnati:

·        Growth Opportunity – We are a fast-growing, fast-paced environment, nearly doubling in size in the past two years. Growth plans will include bringing in additional clients and offering new solutions to increase engagement with current clients.

·        Meaningful Work – We are a faith-based company where we support volunteering and giving a portion of our profits to select philanthropic efforts that improve lives across the globe.

·        Culture of integrity – We go against the grain and are a high-touch broker. We genuinely have a family atmosphere.

·        Relationship building – Our people are our secret weapon in consistently growing and delivering results in the Retail industry for decades. They depend on us to be their truth-tellers and drive business results.

·        Real-world experts : A group of diverse thinkers with backgrounds in Retail, food brokerage, data analytics, and consumer packaged goods (CPG) companies. We glean insights and make relevant recommendations.

About OSMG : A high-growth brokerage that focuses on local or national Retailer Insights for new to medium-sized brands

·        OSMG is based near Cincinnati, OH. OSMG also has an innovative meeting space and kitchen in the heart of downtown Cincinnati.

·        Travel: primarily to Kroger offices and divisions, client meetings and trade shows

Included Benefits :

o   Competitive Pay

o   Health Insurance

o   401k

o   PTO Package

o   Ethical and Values-Based Leadership

o   Opportunity to join a high-growth company with a culture that supports your growth

o   Purpose driven work with a strong community and culture

o   Impact Beyond Business

We are a CPG Broker and a Faith Based Company.

Company Description

We are a CPG Broker and a Faith Based Company.