Customer Correspondent

Winn-Dixie Stores, Inc. is a large grocery retailer with operations in the Southeastern United States. Founded in 1925, the company is headquartered in Jacksonville, FL and operates approximately 600 stores. We offer a competitive compensation and benefits package including 401k, career development training, group health, and advancement opportunities

 

Job Purpose:

Provides the Customer Communication Center with expertly written customer response letters and e-mails for Corporate Brand complaints/inquiries and store operation issues. Responds to assigned customer inquiries by researching, investigating and analyzing product issues and creating appropriate responses in a complete, accurate and timely manner.

 

Initial Minimum Qualifications:

1.  Able to read, write and speak English proficiently.Able to understand and follow English instructions.High School Diploma. Food science and nutrition related background. Strong PC skills including working knowledge and proficiency with Microsoft Office products. Successful completion of pre-employment drug testing.Authorization to work in the United States or the ability to obtain same.

 

Desired Qualifications:

1. Strong analytical skills and ability to use good judgment with evaluating situations.

2. Background in Journalism, English or writing education.

3. One (1) year Customer service communication work experience.

4. Ability to effectively communicate with all levels of the organization.

 

Primary (Essential) Job Functions: (This list is not exhaustive and may be supplemented as necessary by the company.)

1.Review an average of one hundred product inquiries/complaints per week and analyze for needed  information.Communicate with merchandising, risk, operations, legal and marketing departments to advise them of product issues that need immediate attention involving food safety, injury, property damage and threats of lawsuit and/or media involvement.Analyze and determine the extent of any damage that may occur to customer and determine if issue should be escalated to Risk Management.

4.  Must be able to identify cases which require immediate response and those that have the potential to escalate and create liability for the Company.

5.  Work directly with Corporate Brand Department members for technical expertise for products ? at times requesting lab analysis is conducted.Respond to customer inquiries by their preferred method of e-mail, letter or phone calls, in a timely manner. Retain product samples, packaging, foreign objects, labels, etc. for evaluation or possible lab analysis.

8.  Develop customer responses to educate and communicate on issues that are often technical in nature.

9.  Maintain patience and respond courteously at all times, especially with angry and dissatisfied customers. Maintain professionalism in communicating to customers.

10. Use computer programs efficiently such as word, excel, PowerCenter and/or access for recording and creating customer response databases.

 

 

Secondary Job Functions:

Performs other job-related duties as assigned.

 

Job Standards:

Performance will be based on successful completion of all job functions up to the productivity standards and time frames established and directed by Management.

 

We would like to thank everyone who submits his or her resume for this position. Due to the volume of resumes that we receive, only those candidates selected for interviews will be contacted. Winn-Dixie Stores, Inc. is proud to be an Equal Opportunity Employer.