Sr. Customer Experience Account Specialist - Remote

Purpose:

The Customer Experience Account Specialist Sr performs 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 include communicating customer specific promotions to internal departments and maintaining up to date information for each customer or chain. This role brings industry knowledge, exceptional critical thinking skills, outstanding communication skills (verbal and written), and a very high degree of business acumen to the account team. The Customer Care Account Specialist Sr must execute and prioritize in a very fast paced environment and often adapt to changing customer needs with little notice. 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.

Job Responsibilities:

• Partner with Account Management to maintain all required information necessary to support customer requests and initiatives.
• Partners with Account Management, Account Specialists, and internal departments to resolve customer issues.
• Communicates frequently with customers at a corporate or leadership level and attends offsite customer or broker meetings as needed to support the account.
• Oversees all day-to-day customer needs regarding promotional, reporting, planned demand, and allocation support that require immediate action or follow up.
• Manages the administrative implementation of discontinued products and pack size changes with the customer.
• Works with broker reps, vendors, customers, and account management to establish new or promotional item selection and executing new item intros and promotional orders through UNFI internal teams.
• Trouble shoots item discrepancies from file matches as well as identifying and resolving technical requirements for supplying the customer item and pricing data files.
• Communicate with Account Management any issues surrounding order fulfillment and delivery related to service level reporting in a timely manner
• Reviews New Store Opening accounts within the UNFI business systems, as well as those accounts that require special handling.
• Ensure proper attributes, tables (i.e. discount sales tables), and price structure is activated on each account.
• Coordinates with outside sales reps (Channel Account Manager or Reg’l Sales Manager) to ensure that all initial opening store information is correct and in place for the new store opening.
• Manages the process of entering, communicating, and monitoring allocation orders in a timely manner, ensuring proper lead times are met.
• Interfaces with purchasing to ensure adequate inventory levels for the facilitation of large retail purchases and opening store orders.
• Responsible for clear and thorough communication with the routing and operations departments to communicate impending large purchases on opening store orders and refill orders.
• Implements discounts from brokers and manufacturer representatives for opening order discounts. Ensures that credits are issued when discounts are given.
• Acquires new store deal sheets within the company-established guidelines and creates and maintains the discounts for these deals.
• Creates ad-hoc spreadsheets that list the New Store deals that have been authorized.
• Create, edit, and maintain reports as required by the customer (sales, inventory, performance)
• Demonstrate knowledge of UNFI services offered resources, policies, and publications.

Job Requirements:

Education/ Certifications: (Required & Preferred)

• Bachelor’s Degree preferred or equivalent related training and experience.
• Five (5) years customer experience related experience is required.
• Demonstrated knowledge of UNFI services offered resources, policies, and publications.
• Experience prioritizing and/or manage time, projects, records etc.
• 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.
• Proficient in analytics and reporting.
• Proficient in Microsoft office Applications including Excel, Word, and Outlook.

All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or protected veteran status. UNFI is an Equal Opportunity employer committed to creating an inclusive and respectful environment for all. - M/F/Veteran/Disability. VEVRAA Federal Contractor.