Customer Order Management Services I- Remote

UNFI; Providence (RI); Remote; USD 40,000 - 50,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Competitive 401(k)

Flexible PTO or Competitive PTO plan

Mentorship program / developmental opportunities

Job summary

UNFI is seeking a Customer Order Management Services Level I representative to manage customer orders and provide first-class service. This remote role requires collaboration with internal departments to ensure accurate order processing while delivering exceptional customer support via email and telephone.

The ideal candidate should have an associate degree and proficiency in Microsoft Office applications, alongside product knowledge related to UNFI. The position offers opportunities for professional growth and flexible working arrangements.

Qualifications

• 1-2 years of relevant work experience preferred.
• Strong understanding of industry terms related to UNFI.

Responsibilities

• Manage customer orders accurately and timely.
• Follow procedures for capturing orders and risk management.
• Communicate with customers regarding order activities.
• Resolve operational issues to ensure high customer service levels.

Skills

Proficiency in Microsoft Office applications

Product knowledge related to UNFI

Good judgment

Education

Associate degree in business management or related field

Job description

Purpose

The Customer Order Management (COM) team serves as a central point of contact for customers and internal departments for support of order management and services. We are responsible for receiving, coordinating, and facilitating order management and customer retail services. The Customer Order Management Services level I works in close coordination with internal departments to ensure proper processing and handling of services provided for the customer. This position is tasked with ensuring that order placement is accurate and consistent through an optimal and efficient operating model, leveraging knowledge of technology (both hardware and software products). This role is responsible for providing first‑class customer service via email and telephone, assisting with any ad‑hoc customer requests.

Being part of our Customer Experience team involves understanding and managing the interactions between UNFI and our customers throughout the entire journey. Whether it's small or large retail grocery stores, our team ensures they're getting the best possible service and support so we can deliver better together. Our customer experience team strives to make our customers stronger and help transform the future of food.

Job Responsibilities

• Manage customer orders in line with the guidelines received from customers, sales, supply chain and Operations in an accurate and timely manner.
• Follow system procedures to capture customer orders on the systems and undertake sufficient process and controls to manage risk.
• Communicate with customers on order related activities to deliver high service levels.
• Manage the resolution of day‑to‑day operational issues or errors and resolve anomalies to ensure a high level of customer service and accurate transactions.
• Work collaboratively with peers to share best practice, creating an awareness of issues throughout the department.
• Use appropriate systems and tools to ensure orders are processed timely and accurately.
• Triage order exceptions to resolve prior to processing orders through the DC.
• Manage late order and add‑ons by setting up additional order waves in the systems.
• Represent the team and department in a professional manner, understanding and anticipating the business needs, developing good working relationships with all internal and external parties.
• Track special orders (future ship‑date orders) while consistently monitoring product availability and ship dates of deliveries.
• Provide TierI technical helpdesk support to customers who require help with technical products or services.

Job Requirements

• Associate degree in business management or a related field or equivalent experience.
• 1‑2years of relevant work experience preferred.
• Must be proficient in use of Microsoft Office applications.
• Product knowledge and industry terms related to UNFI required.
• Good judgment is required for this position as there may be times when direct supervision may not be immediately available.

Work Environment

Remote Role: This position is classified as remote where the associate will perform remote work from their primary residence. Remote associates are welcome to work from the office but are not required to do so. While remote associates are not required to work from an office on a regular basis, they may be required to come to the office or other UNFI locations for necessary business reasons or if directed to do so by their manager.

Benefits

• Medical, Dental, Vision
• Competitive 401(k)
• Flexible PTO or Competitive PTO plan
• Mentorship program / developmental opportunities
• Other benefits applicable to the specific role