What are the responsibilities and job description for the Customer Onboarding Specialist- CO position at UNFI?
The compensation range for this position is $21.97 -per hour. You will also be eligible to participate in the following benefits programs - Paid Time Off; Sick Time; 401K Program; medical, dental, vision, life, and accidental death/ dismemberment insurance; short-term and long-term disability insurance programs, Flexible Spending Account, and/or Health Savings Account, subject to meeting the eligibility requirements and the terms and conditions of these programs.
Purpose:
Enhance the new customer experience by executing lead qualification dialog with potential UNFI customers, promoting UNFI capabilities in order move leads to opportunities and offering guidance during the onboarding process. First point of contact for new and/or potential new customers. Collect, enter, and maintain customer information in UNFI systems. Represent UNFI in a professional and knowledgeable way while qualifying new customer leads. Process inquiries throughout the customer lifecycle (lead, opportunity, setup, ordering and exit).
Job Responsibilities:
- Responsible for onboarding new customers, which includes lead management, account data setup and coordination of opening orders.
- Qualify new and/or potential customers by gathering information, determine type of account and assign as appropriate.
- Manage new customer inquiries in the CRM (Customer Relationship Manager) database or equivalent tracking system.
- Collect and communicate new customer leads from UNFI web site through CRM or equivalent system.
- Coordinate cross-functional tasks related to new customer onboarding with customer experience Order Management, Accounts Receivable, Routing and Sales.
- Process new customer set up documents and account data records in UNFI systems. Ensure handling of customer specific information is compliant with UNFI PII policies.
- Prepare, monitor and interpret customer lifecycle analytics and recommend business opportunity action. Supply analytics and reporting to sales for inactive or lost accounts for follow up.
- Participate in workflow processes within CRM or equivalent system, UNFI business systems and other established department systems.
- Coordinate New Store Opening orders including discounts, required documentation (cert of occupancy), for all store temp zones
- Manage new store opening plan and communication with internal teams and sales. Manage opening orders with the customer to ensure store category items ship in compliance with certification.
- Remain in compliance with established performance metrics that support the optimal UNFI customer experience.
- Complete related records, reports and documentation as assigned.
- Responsible for streamlining communication between the customer and internal departments within UNFI to increase customer satisfaction.
- Review new store opening accounts within the UNFI business systems and accounts that require special handling ensuring all customer data is complete.
- Coordinate with Account Managers to ensure initial opening store information is correct and in place for new store openings.
- Manage the process of entering, communicating, and monitoring opening sales orders in a timely manner and ensures proper lead-times are met.
- Overall management of availability, useability, and integrity of security for data used in the enterprise.
Job Requirements:
Education/ Certifications: (Required & Preferred)
- Bachelor’s degree in Business Management or a related field or equivalent experience.
Experience:
- 3-5 year’s customer experience related experience is required
- Experience prioritizing and/or manage time, projects, records etc.
- Proficiency in analytics and reporting
Knowledge:
- Product knowledge and industry terms related to UNFI required.
- Knowledge of all company business systems
- Knowledge of customer experience systems and tools
- Knowledge of policies and processes specific to customer experience functions
Skills/ Abilities:
- Proficient in Microsoft Applications including Excel, Word and Outlook
- Excellent communications skills, both verbal and written.
- Able to work in a fast-paced environment.
- Able to work independently as well as part of a team.
- Flexible with the ability to adjust to change.
- Attention to detail.
- Ability to multitask to complete projects with multiple deadlines in an accurate and timely manner
PHYSICAL ENVIRONMENT/ DEMANDS:
- 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; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
- 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
The above statements are intended to describe the general nature of the work performed by the employees assigned to this job. All employees must comply with Company policy and applicable laws. The responsibilities, duties and skills required of personnel so classified may vary within each department and/or location.
All qualified applicants will receive consideration for employment without regard to race, color, 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.
Additional Information
- Schedule: Full-time
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