Position Details

Hannaford Brothers Company is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.


Position 001283 - Consumer Relations Research Specialist
City Scarborough
State ME
Job Description Consumer Relations Research Specialist

Job Requirements Experience / Education:
• Delhaize experience (1 year)
• Consumer Relations experience, preferably in the customer contact center (1 year)

Skills:
• Excellent written & oral communication skills
• Investigative/problem solving skills
• Self-starter; able to manage own projects/time
• Prioritization skills
• Grocery industry and Consumer Relations background.
• Knowledge of computer applications: Microsoft (Word, Excel, Powerpoint); Astute ePowerCenter; various mainframe applications
• Flexibility to work extended and/or adjusted hours when needed
Job Details -Responsible for ongoing research and call escalations in response to telephone and email customer inquiries.
-Must utilize well-developed oral and written communication and people skills.
-Required to effectively work with other departments and foster positive working relationships with associates at all levels in the organization.
-Recommends development of reason codes in ePowerCenter and other process improvements based on observations of case and trend data.
-Assists with design and implementation of revisions to department procedures to ensure up-to-date and accurate information is available at all times.
-Provides feedback to Consumer Relations leadership and Quality Assurance Specialist to support associate development.
-Actively participates in weekly department meetings to ensure ongoing team development in a fast-paced, ongoing learning environment.
-Responsible for handling overflow of incoming calls during times of higher than expected volume, and when other operational needs occur.
-Research and resolve escalated and/or difficult customer issues that cannot be otherwise solved through first call/contact resolution by the Contact Center Representatives. Consistently achieves resolution within established response times for all defined contact types and methods of communication.
-Documents and reports all customer contacts including inquiries, concerns, and other input in accordance with established procedures. Effectively works with customer information.
-Effectively communicates in written or verbal form with customers, associates, and external business partners.
-Maintains and updates customer data/file information.
-Communicates effectively with business partners throughout the organization to provide customer feedback that may impact their respective operations.
-Obtain in-depth knowledge of the policies, promotions, and systems of each of the Delhaize America banners – including a working knowledge of all respective banner websites. Utilizes this knowledge, along with a network of contact personnel within the banners, to provide the appropriate timely resolution.
-Contributes on a regular basis to associate development through sharing of feedback in team meetings on banner-specific information and with leadership on observations of associate learning and development needs.

-Maintains phone coverage to meet the needs of internal customers through the following actions:
• Dependable attendance
• Schedule adherence
• Achievement of optimal call transaction time
• Minimization of unscheduled break time
-Assists with maintenance of all contact center systems and databases through proactive advice on information changes and other ideas for improvement.
-Conduct outbound and inbound consumer surveys for the purpose of gaining insight into customer needs, organizat