At SpartanNash, we deliver the ingredients for a better life through customer-focused innovation. We do this for our supply chain customers and U.S. military commissaries, retail store guests and, most importantly, our Associates. In fact, we see a day when each will say, “I can’t live without them.”

Our SpartanNash family of Associates is 20,000 strong, ranging from bakery managers to order selectors; from IT developers to vice presidents of finance; from HR Business Partners to export specialists. Each of them plays an integral role in SpartanNash’s People First culture, Operational Excellence and Insights that Drive Solutions. Ready to contribute to the success of our food solutions company? Apply now!

Location:

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

Job Description:

Position Summary:

Their role is responsible for responding to incoming requests for service via phone, email, instant message, or voice mail. This includes receiving, prioritizing, documenting and actively resolving end user requests and escalating incidents where appropriate to maintain Service Level Agreement (SLA) expectations.  Log all incidents in the incident management solution and track through to resolution. 

Here’s what you’ll do: 

Ensure customer satisfaction by responding to phone calls, emails, and voice mails from all areas of the organization and from independent operators supported by the Company.  

Log all incidents into the Incident Management solution and track through to resolution.  

Conduct level one incident determination using documented procedures and available tools, and document and/or update the ticket accordingly.  

Ensure incident resolution by initiating and tracking incident assignments to technical resources and/or vendors and by keeping the customer updated on the status of the incident resolution.  

Perform restorative and maintenance actions either remotely or at the end-user's location to resolve end-user's incidents using troubleshooting and technical skills.  

Ensure timely escalation of incidents by documenting the impact to the customer and by assigning an appropriate severity and target resolution time. Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.  

Maintain confidentiality of Company and client information accessed through issue resolution/research.  

Additional responsibilities may be assigned as needed. 

Here’s what you’ll need: 

Associate degree (Required) in Information Technology or related field or equivalent combination of education and/or experience. 

One year experience in Computer Support or Information Technology or related area preferred. 

HDI, A+, and/or ITIL certifications preferred. 

Good written and verbal communication skills, and effective interpersonal skills to work with internal and external customers and vendors.  

Ability to present ideas/resolution in a user-friendly language.  

Customer focused, detailed, and able to multi-task and prioritize in a deadline-driven environment.  

Good problem-solving and organizational skills. 

Basic knowledge of tools used to assist customers and provide timely resolution.  

Experience with call management, incident resolution and escalation strongly preferred.  

Technical writing ability to document incoming calls and procedures helpful.  

Proficient typing skills. Proficient in Microsoft Office and Windows. 

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

May be required to lift and/or move 20 pounds. The associate is frequently required to sit/stand/walk. While performing the duties of this position, the associate is subject to a typical office environment and is rarely exposed to outside weather conditions. Temperatures may vary for those subject to any of the following areas: computer/server room, print shop, production area). The noise level in the work environment is usually low to moderate but may be high in distribution settings. Travel requirements vary by assignment.

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.