Empire Marketing Strategies · 3 hours ago
Customer Service Specialist
Newport,KY,US
Full-time
Onsite
Mid Level
3+ years expEmpire Marketing Strategies has been a leader in delivering exceptional in-store execution for over 40 years, enhancing the customer experience in grocery retail. The Customer Service Specialist will support key functions including contract and price change management, claims management, customer order support, and digital content management, collaborating with internal teams and external partners to ensure accurate execution of contracts and orders.
AdvertisingCRMFood and BeverageMarketing
Responsibilities
Contract & Price Change Management
Claims Management
Customer Order Support
Digital Content Management
Contract & Price Change 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
Claims Management
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
Customer Order Support
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 discrepancy by tagging with promotion/pricing/etc. a dispute in the system
Digital Content Management
Assist clients with 1WS & VIP Maintenance including supplier item set-up in Kroger’s systems
Support the content management and syndication process: organizing and uploading all content attributes and files to the content management and syndication platform
Ensure that all content updates are published and live on each retailer’s site
Develop and maintain effective working relationships with team members and internal partners to establish a collaborative and dynamic approach to our services
Act as a SME to influence and support solutions that help us in meeting client needs, to ensure business commitments and objectives are met
Training and development, as needed, to learn new tools, systems, and processes in support of job duties
Other Duties
Respond in a timely manner to internal and external correspondence via email and phone
Perform high level Excel spreadsheet functions including: vLookups, Indexes, Create and Modify Pivot Tables, Data manipulation, creating data tables and charts, filtering data lists, templates and importing and exporting data
Ad hoc reporting as required
Provide administrative and analytical support
Perform data entry
Create and maintain complex spreadsheets
Qualification
Required
High School Degree or equivalent required
3+ years of experience with receptionist and data processing duties
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
Prolonged periods of sitting at a desk and working on a computer
Must be able to lift 15 pounds at times
Regular operation of a personal motor vehicle, to and from work sites
MS Excel, Outlook, & Kroger systems (Tradepoint,1WS, VIP)
Preferred
Experience with large data sets in MS Excel preferred
Benefits
80% employer-covered benefits
Educational Assistance Program
Medical, dental, vision, life and AD&D insurance
Disability coverage
A retirement program
Mental health support
Paid time off
9 paid holidays annually
Company
Empire Marketing Strategies
Empire Marketing Strategies is a food production company that offers perishable sales and merchandising services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Michael Marek
CFO & CAO
Danielle Fleming
Human Resources Business Partner
Recent News
Canadian News Wire
2023-05-30
Company data provided by crunchbase