Customer Care Clerk

CUSTOMER CARE/EOE CLERK   REPORTS TO: CUSTOMER CARE MANAGER DEPARTMENT: CUSTOMER CARE DEPARTMENT HOURS: MON-THURS. 8:00AM TO 5:00PM; SAT. 7:00AM TO 12:30PM   ACCOUNTABILITY OBJECTIVE OR MAJOR FUNCTION: Responsible for timely and accurate receiving of orders from customers who use electronic ordering machines, FTP ordering or Grocery Supply Apps.  Responsible for editing order input for billing, uploading orders to the system, and verifying orders. This job requires attention to detail and being meticulous regarding customers’ orders. NATURE AND SCOPE: Reporting to the Customer Care Manager, the employee will be responsible for utilizing edit screens, for location of errors and taking appropriate corrective action. This may include making corrections to orders or calling a customer back for problem determination on electronically transmitted orders. May be required to assist with special projects within the department as delegated by management. JOB RESPONSIBILITIES: The incumbent will be responsible for providing direct assistance and documentation to customers in addressing issues related to their orders. These issues may include mechanical problems with a customer’s ordering unit or app, correcting input data on customer orders, or addressing failures in customer transmissions at scheduled call times. The employee is expected to secure a resolution for receiving customer orders, either verbally or through electronic transmission. The role also involves exercising judgment in managing late-order situations and coordinating special billing arrangements directly with the Operations and Transportation Departments. The incumbent will communicate with customers regarding special arrangements, in coordination with the Customer Care/EOE Lead Person. Additionally, any issues that may delay the billing cycle must be promptly reported to the Customer Care Manager. The incumbent will also support the Sales team in test transmissions and new customer setups, as well as notify sales personnel of inactive accounts. Furthermore, the incumbent will assist the Customer Service/Telxon Representative with the programming and shipment of electronic ordering equipment. The role includes performing routine departmental tasks, such as receiving incoming calls from both existing and prospective customers, providing timely and accurate responses to questions or complaints regarding company policies and procedures. The employee will be responsible for the accurate and timely entry of add-on or verbal orders into the system via online data entry programs.