Logistics Customer Service Agent

$49,712 - $67,184/Yr

Kroger - Compton, CA

Full-time - Entry Level

Compton, CA

Food and Beverage Retailers

About the position

The Customer Service Agent at Kroger Supply Chain plays a crucial role in ensuring effective communication and resolution of customer inquiries related to store order delivery discrepancies. This position involves answering incoming calls, responding to customer inquiries, and processing claims efficiently. The agent works closely with Local and Regional Distribution Centers to provide timely resolutions to the stores, embodying the company's core values of respect, honesty, integrity, diversity, inclusion, and safety. The role requires a proactive approach to problem-solving, with a focus on achieving first contact resolution for customer issues. In this position, the agent will be responsible for maintaining accurate records of customer interactions, including completing call logs and researching order discrepancies using various computer systems. The ability to multitask and toggle between multiple applications while communicating with customers is essential. The agent will also be tasked with recognizing trends in customer calls and informing supervisors of any recurring issues. This role requires strong communication skills, both written and verbal, to effectively convey information to various stakeholders, including store associates and distribution center staff. The Customer Service Agent must demonstrate a sense of urgency when addressing customer needs and possess strong attention to detail to ensure accurate information is provided. The position requires flexibility in scheduling, including availability for weekend and holiday rotations, and the ability to adapt to different shifts as needed by the business. Overall, this role is vital in supporting Kroger's Customer 1st strategy and ensuring customer satisfaction through effective service delivery.

Responsibilities

• Answer incoming customer calls and respond to the store's immediate needs.
• Follow up with stores on issues that require further investigation to provide timely solutions.
• Problem-solve with a goal of first contact resolution.
• Complete call logs and research order discrepancies using computer systems.
• Input accurate store information into the call log while speaking on the phone.
• Research and toggle between multiple applications while on calls.
• Document and inform supervisors regarding trends in customer calls or concerns.
• Trace late deliveries and key special orders for store products from Regional Distribution Centers.
• Provide Distribution Centers with information to prevent future losses.
• Process store delivery claims for credit via the web-based Customer Service claims site.
• Work with Local and Regional Distribution Centers to investigate store claims.
• Communicate with all levels of the business to gather information for resolving store claims or inquiries.

Requirements

• High school diploma or GED is required.
• Previous customer service center experience preferred but not mandatory.
• Ability to work independently and as part of a team.
• Capability to handle multiple tasks concurrently.
• Strong organizational and prioritization skills for various tasks/projects.
• Excellent written and verbal communication skills.
• Strong attention to detail is required.
• Ability to maintain composure during stressful situations.
• Skill and diplomacy in dealing with people.
• Sense of urgency when dealing with customers.
• PC skills with a minimum working knowledge of Microsoft Excel, Word, Outlook, and Internet Explorer 7.
• Willingness and ability to learn new software applications with minimal difficulty.
• Strong problem-solving skills and ability to think outside the box.
• Mathematical aptitude.

Nice-to-haves

• Customer call center experience.
• Retail experience in dealing with customers.
• Experience in technical support positions.