Position Summary :
As an eCommerce Customer Service Analyst, you will deliver continuous improvement in customer satisfaction by managing customer service issues personally, troubleshooting and generating solutions. You will provide Team Member training to improve all aspects of service, create and implement TMM and other training documents.
About Us :
Experience Required: 1 to 3 years
Education Required: High school diploma or equivalent plus 18 months+ of additional training
Certification or Licensing Required: Food Safety
Travel Required: Regional - Daily, 25 - 50%; Regional - Overnight, 25 - 50%
Become an expert in customer service through best practices research, books and other resources and continuously look to bring service innovations to organization.
Develop and document recommendations with goals and measurable outcomes, prepare and initiate plans to stabilize current customer service initiatives as related to digital commerce.
Discover opportunities and lead implementation of proposed service improvement recommendations, including training, measurement analysis and adjustments to programs for continuous improvement around the digital platform.
Identify systemic barriers, policies and processes that prevent good customer service using customer insights and customer care data, develop recommendations and lead implementation for improvement through training for the digital platform.
Assist with the innovation, development, measurement and implementation of training initiatives to deliver improved processes, methods and procedures to improve customer service through the digital platform.
Partner with key constituents for development to ensure service initiative success.
Partner with market district, supermarkets, operations, trainers, guest service group leaders and customer service specialists to gain feedback on program efficacy and lead development of course corrections.
Maintain service alignment and learning between banners to ensure Service Standards consistency across organization.
Champion our service standards across digital organization and consistently model the behavior.