Job Description

As a member of the C&S Wholesale Grocers family of companies, SpartanNash is a food solutions company that delivers the ingredients for a better life. A distributor, wholesaler and retailer with a global supply chain network, SpartanNash distributes grocery and household goods, including fresh produce and the Our Family® portfolio of products, to locations in all 50 states.

Our braggingly happy team members — ranging from bakery managers to order selectors; from IT developers to vice presidents of finance; from HR Business Partners to export specialists — create braggingly happy customers spanning national accounts, independent and chain grocers, e-commerce retailers, U.S. military commissaries and exchanges, and the Company’s own brick-and-mortar grocery stores, pharmacies and fuel centers.

Ready to contribute to the success of our food solutions company? Apply now!

Location:

850 76th Street S.W. - Byron Center, Michigan 49315

Job Profile Summary

The Employee Resource Center (ERC) Representative is responsible for providing consistent, high quality customer care and service excellence to customers in a high-volume call center environment. The ERC Representative is responsible for assisting and facilitating employee and manager inquiries and requests that are received via phone, email, or other access channels. In this capacity, the ERC Representative uses case management tools to respond to and track inquiries, using judgment, experience and knowledge and applying independent thinking abilities. The Representative performs high-volume services through the ERC through standardized processes including administrative work, issue resolution and database transactions via telephone, web, email or correspondence.

• Provide customer service to employees and managers by answering a large volume of phone calls and emails and resolving a majority of inquiries during first contact.
• Apply problem solving and leverage available resources to address service inquiries including but not limited to first-level HRIS transaction corrections, systems and internal resources navigation and guidance to use self-service tools.
• Accurately and timely log cases on the case management system.
• Triage and escalate cases appropriately based on subject matter of inquiry by asking probing questions and applying problem solving.
• Respond through a variety of channels to inquiring parties and stakeholders and clearly communicate resolution.
• Acquire and maintain a working knowledge of HR systems, procedures and resources.

Travel Required No

Environment

Office : Office Temperature (65F to 75F)

Skills

• Specialized Knowledge :
• Special Skills : Strong interpersonal and communication skills; Ability to work independently with minimal supervision; Ability to maintain confidentiality; Ability to manage competing priorities and multi-task in an active call-center environment; Resourceful & strong probing skills.
• Physical abilities:
• Other: Proficient in Windows-based computer systems; Experience with Workday & ServiceNow preferred; Ability to work assigned shift.

Years Of Experience

1-2 : Experience in customer-facing and/or call center roles. Human resources experience preferred.

As part of our People First culture, SpartanNash is proud to offer a robust and competitive Total Rewards benefits package

SpartanNash is an Equal Opportunity Employer that invests in Associate development, recognizes and celebrates success, fosters two-way communication, and promotes a sense of belonging. We are committed to providing equal employment opportunities to all individuals, including those with disabilities and Veterans.

We are not able to sponsor work visas for this position.