Posted in Admin - Clerical 30+ days ago.
The Customer Care Account Specialist II is responsible for all duties specifically for top tier A level accounts, related to promotional and new item process execution and provides communication and analytical data for customers. High level tasks included communicating customer specific promotions to internal departments and maintaining up to date information for each customer or chain. The Customer Care Account Specialist II must execute and prioritize in a very fast paced environment and often adapt to changing customer needs with little notice. This role provides cross functional leadership working with Account Managers, Customer, Inventory Planning, Supplier Relations, Operations, Transportation and Financial Planning & Analysis. As a result very strong organizational, technical skills and attention to detail are a must. Working daily with the Channel Account Manager, this role provides critical service to top accounts.
Primary contact for Account Managers for assigned accounts. Maintains frequent contact and communication with customers at a corporate or leadership level.
Analyzes and maintains customer specific national and regional custom pricing and discount data within UNFI systems; employing individual interpretation of available deals and determines "best deal" analysis to ensure the customer receives lowest price possible.
Responsible for making independent decisions using individual discretion and judgement that result in long term issue resolution.
Analyze, identify and troubleshoot item discrepancies from file matches, identify and resolve technical requirements for supplying the customer item and pricing data files.
Conduct analysis, generate reports, detailing daily activities to support the customer and business inquires.
Generate system reports as required by the customer (sales, inventory, performance). Recommend enhancements and design improvements for reporting and system tools. Prepare, monitor and interpret customer and product sales analytics and recommend business opportunity action.
Travel as applicable to attend customer headquarter meetings, UNFI Trade Shows, offsite customer or broker meetings.
Acts as an onsite dedicated service expert on a wide range of client issues. Researches and resolves client issues in cooperation with back office partners.
Ensure proper attributes and price structure is activated on each account.
Performs other relevant job duties as required.
Education/ Certifications: (Required & Preferred)
Bachelor’s degree in Business Management or a related field or equivalent experience.
Five (5) year’s customer experience related and/or pricing experience is required
Experience prioritizing and/or manage time, projects, records etc.
Other Skills/ Abilities:
Must have experience servicing high profile accounts and the practices and procedures specific to the required tasks.
Analytical background in consumer-packaged goods distribution and/or category management preferred
Proficiency in analytics and reporting
Product knowledge and industry terms related to UNFI required.
Proficiency in company business systems and tools
Excellent verbal and written communication skills
Proficiency in Microsoft Office Suite. SharePoint and ASAP skills preferred.
High level of business acumen relative to key account management and sales.
Able to develop and maintain effective, positive internal/external working relationships with a diverse group of individuals.
Comfortable in an open, dynamic and collaborative work environment.
Strong organizational skills with ability to multi-task. Ability to work independently and exercise good judgment.
Proven customer service standards.
Able to resolve issues appropriately and in a timely manner.
Ability to lead and motivate other team members
Good decision making and effective negotiation skills.
Ability to work a flexible schedule to support the customer's available time.
Ability to work remotely to support customer specific projects and tasks.
Some travel may be required
Most work is performed in a temperature-controlled office environment
Incumbent may sit for long periods of time at desk or computer terminal
While performing the duties of this job, the employee is regularly required to sit
Incumbent may use calculators, keyboards, telephone and other office equipment in the course of normal workday
Stooping, bending, twisting and reaching may be required in completion of job duties.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status. UNFI is an EO employer-M/F/Veteran/Disability. VEVRAA Federal Contractor.