Fresh Sales Customer Service Representative

SUMMARY:  Providing member access to the Company for ordering, credits, questions, complaints, order maintenance and problem solving. Providing confidence to our members so they know they can call and get dependable, accurate and prompt service.

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 are 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.

1. Handle member calls in a polite and courteous manner, provide information and resolve issues timely and accurately.
2. Resolve billing issues on member A/R statements.
3. Call members regarding special product offers.
4. Call stores to verify product has been picked up, review item and invoice information on driver credit request, and obtain department approvals for credits before sending credit to UMW for processing.
5. Research member issues such as product credits, product availability, or any question or concern that requires research to provide an answer.
6. File Customer Service reports, memos, documents (statements, credits), etc.
7. Handle store issues on accounts not assigned to sales managers or specialists.
8. Process handbills and manual billings for retailers.
9. 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.
10. Key credits for shorts, mis-picks, damages, over charges, quality issues.
11. Call multi-store retailers.
12. Compile weekly ad offers, ad lids, and price changes. 
13. Assemble ads for produce, meat, bakery/deli for print and slotting.
14. Work closely perishable buying to resolve product issues (ie: prebooks, surveys, new items, add-ons, special orders, incorrect pricing) for members.
15. Maintain ad log for vendors/brokers. Sign out order guides for vendors and bill costs back to vendors.
16. Distribute rolling stock status reports to retailers.
17. Consult with vendors and brokers, field specialists, and warehouse specialists concerning customer orders, reduce - to - sell product, ad items and special deliveries.
18. Create flyers and special brochures for special promotions or news updates to keep customer informed.
19. Communicate to members regarding updates to AWG policies.
20. Post division information from all departments on Storefront.
21. Assemble Customer Connection information to send to print shop for printing and distribution to members weekly.
22. Prepare and coordinate pickup documentation for drivers to pickup product at store.
23. Prepare covers and assemble information for all order guides, which are sent to print shop for copying and distribution to retailers.
24. Separate Food Show Surveys by indicator number and date and assemble for data entry by outsourced data entry company.
25. Work as a member of the AWG team so 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.
26. This position requires strong communication and computer skills with the ability to use and learn new technology. Management will be kept informed on planning, analysis, work performed and results. All records required by management must be complete, accurate and submitted on time. 

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 contractual guidelines of the position.

EDUCATION and/or EXPERIENCE:  Two or more years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS:  Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

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.

CERTIFICATES, LICENSES, REGISTRATIONS: 

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.