CUSTOMER CARE TEAM LEADER

At Wakefern Food Corporation, we are setting a new standard for success. We are the nation’s largest retailer-owned cooperative, and the wholesale distribution and merchandising arm for ShopRite supermarkets. We currently have an opening for a Customer Care Team Leader – Food Nutrition Lead to work in our Consumer Affairs Department in Elizabeth, NJ.

The ShopRite Customer Care Team Leader coaches and mentors the front-line customer care representatives and supports the call center supervisor in the daily operations of the Customer Care Center. The Customer Care Team Leader demonstrates competency in the skills required of front line customer care representatives and must possess excellent interpersonal skills with the ability to motivate front-line staff and provide performance feedback as needed. Responsibilities include training and orientation of new front-line representatives and monitoring their customer service interactions against benchmark criteria to assure customer satisfaction. The Team Leader will support the front line representatives in closing more challenging contacts and will handle escalated calls. Additional responsibilities include monitoring call volumes and call center operations to support the supervisor in meeting service level targets. The Team Leader will also develop training tools and documentation to facilitate continuous learning and knowledge management of front line staff.

In addition to the core team leader job functions, each team leader position will contribute subject matter expertise in a specific content area within the call center operations. The Food and Nutrition Team Leader will have a focus on researching and responding to customer issues including, but not limited to, nutrition, health, food safety, food preparation, food borne illness, product labeling and similar subject matter. The Food and Nutrition Team Lead will have responsibility for development and execution of training programs and materials to assure front line representatives have a basic knowledge of food and nutrition subject matter.

Minimum Requirements:

We offer a highly competitive salary and the potential to earn superior company-paid benefits. Please email your resume to: plaza7recruiter@wakefern.com and indicate “Customer Care Team Leader” in the subject line of your email.

Wakefern Food Corporation is an Equal Opportunity Employer committed to a diverse workforce reflecting the communities we serve. We regret that only those being considered will be contacted.

www.shoprite.com