Customer Service Coordinator

Overview Please note this position is hybrid based out of our Glendale, AZ Distribution Center. The shift is Friday through Monday, 5 : 00am - 3 : 30pm (Four 10 hour shifts). This position serves as the “face” of Sprouts and represents the Distribution Center management team in ensuring the delivery of excellent customer service to our stores through prompt and accurate processing of orders and claims. The Customer Service Clerk is responsible for all customer service related data; including late orders, order input, and store credit requests. This role monitors trends in customer service data and delivers weekly metrics to the Distribution Center management team along with insight as to the trends seen in the data. When trends are identified the Customer Service Coordinator is responsible for working with the Distribution Center management team to take corrective action. Overview of Responsibilities - Answers calls and emails from stores professionally and responds to inquiries and complaints in a prompt, professional, and friendly manner - Processes special orders requested by stores - Communicates and coordinates with internal departments, and occasionally may need to escalate calls to supervisor for resolution - Records details of comments, inquiries, complaints, and actions taken - Manage and analyze data for the Distribution Center, working with the Distribution Center management team in a collaborative format to ensure goals are met in regards to established targets - Monitor metrics for trends and reports to the management team any anomalies both positive and negative. - Assists the Distribution Center management team by developing and implementing corrective action plans and process improvement - Ensure effective collaboration and communication with all internal customers for greater efficiency and attainment of the strategic plan - Order allocation, pre-books process, complete daily store allocation process. - Respond to Store and Supply Chain inquiries, missing pallets, ETA's etc. Sprouts Farmers Market Job Description Form Page 2 of 2 - Processing Credits, updating credit logs - Performs other duties as assigned Qualifications - Two to three years’ of customer service experience and a high school diploma, general education degree or equivalent preferred; or an acceptable combination of experience and education - Ability to relate to others and to work as a part of a team - Advanced Microsoft Office Excel and Word skills - Self-Starter, able to work with different teams of people and work independently - Flexible schedule, ability to work overtime or nights as needed - Effective interpersonal, verbal, and written communication skills - Ability to successfully manage concurrent projects, multiple priorities, and meet deadlines - Committed to providing excellent customer service to internal and external customers, preserve confidential information, able to work with different teams of people and work independently, reliable, dependable and organized - Demonstrated ability to work in a fast-paced environment and comply with strict timeframes and deadlines - Ability to define problems, collect data, and establish facts, apply common sense and understanding to carry out instructions furnished in written, oral, or diagram form, deal with problems involving several concrete variables in standardized situations and to compute basic mathematical problems - Accuracy : Maintain % accuracy in all documentation Pay range The pay range for this position is $17.16 - $19.09 / hour. Sprouts Farmers Market determines pay based on applicable experience and qualifications of the applicant. Benefits In addition to a rewarding career, Sprouts offers a comprehensive program to help support you and your family. These programs include : Competitive pay Sick time plan that you can use to support you or your immediate families health Vacation accrual plan Opportunities for career growth 15% discount for you and one other family member in your household on all purchases made at Sprouts Flexible schedules Employee Assistance Program (EAP) (K) Retirement savings plan with a generous company match Company paid life insurance Contests and appreciation events throughout the year full of prizes, food and fun! Eligibility requirements may apply for the following benefits : Bonus based on company and / or individual performance Affordable benefit coverage, including medical, dental and vision Health Savings Account with company match Pre-tax Flexible Spending Accounts for healthcare and dependent care Company paid short-term disability coverage Paid parental leave for both mothers and fathers Paid holidays