Clerk On Road Support
- Responsible for managing Level 2 customer support on escalated order issues (PFS and LMD) from Customer Care, including order status research and coordinating rescheduling between customer, brand, and gig partner as required
- Provides direct support for customers and store personnel to ensure proper service levels, including resolving delivery issues with 3 rd party providers and rescheduling customer orders within the 3 rd party provider portals
- Serve as the main point of contact via telephone for own-fleet delivery drivers, assisting drivers to locate the customer and resolve at-the-door issues which may arise
- Contact customers with updates of late delivery notification
- Update customer database records concerning delivery issues, including credit provisioning for missing or damaged items, and ensuring timely and accurate billing and inventory resolution
- Document and escalate external gig driver issues to gig support partners for research and problem resolution
- Provide first level tech support for in-store brand facilities internal apps (Ortec, Spectrum, Nash, Dryv, etc) and alert teams as required on trends which may negatively impact other facilities
- Develop and maintain a general knowledge or routing strategies
- Excellent problem-solving abilities
- High energy for working within a fast-paced environment
- Excellent written and oral communication skills
- Understanding of call center etiquette and first-call resolution
- Understanding of the grocery delivery process and/or 3 rd party delivery process
- Ability to work within a team-centered environment
- Previous call center, dispatch, sales, or customer service experience preferred
- Ability to navigate various software application systems simultaneously
- Map reading abilities and understanding of traffic patterns within the ADUSA regions
- High School Diploma or Equivalent
- Two years of relevant experience
- No travel required
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