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Customer Relations Associate
Customer Relations AssociateHeinen's Grocery Store • Cleveland, OH, US
Customer Relations Associate

Customer Relations Associate

Heinen's Grocery Store • Cleveland, OH, US
3 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Company Overview

Established in 1929, Heinen’s is a leading, family-owned grocery retailer known for its premium-quality products and outstanding customer service. Now in its fourth generation of family leadership, Heinen’s operates 24 locations – 19 in the Cleveland, Ohio area and 5 in the Chicago, Illinois market – supported by two distribution warehouses, a food production facility, and a corporate office located in Warrensville Heights, Ohio.

Our culture is rooted in an associate-first philosophy , placing a strong emphasis on the well-being, development, and quality of life of every team member. We offer competitive compensation, professional development and leadership training programs, paid time off, and flexible scheduling designed to promote a healthy work-life balance.

Job Summary

The Customer Relations Associate delivers exceptional service to internal and external customers by providing timely, empathetic, and solutions-oriented support. This role handles inquiries, concerns, and feedback across multiple channels, maintains accurate records, and supports key customer programs while representing the company’s values with professionalism.

Key Responsibilities

  • Provide courteous, knowledgeable support for customer programs including Loyalty Programs, Weekly Circular, Gift Card Requests, E-commerce, Donation Requests, Payment Issues, and other initiatives.
  • Respond promptly to customer inquiries via phone, live chat, and email regarding complaints, shopping support, account questions, product questions, recalls, and special requests.
  • Investigate and resolve billing issues, duplicate charges, returned checks, refunds, and credits for e-commerce orders.
  • Maintain accurate customer account information across all relevant systems.
  • Process and respond to customer comment cards and assist with survey programs.
  • Collaborate with Loss Prevention on check cashing policies and returned check procedures.
  • Process requests for check writing privileges and cash back.
  • Coordinate donation requests with Executive Team Member, issue approved gift cards, checks, and communicate decisions for denied requests.
  • Identify and report technical issues with systems, phones, or websites, ensuring proper documentation to I.T.
  • Support store teams and associates with customer-related matters.
  • Manage processing of Associate Discount Cards and enrollment in the Wellness Program.
  • Participate in special projects, contributing problem-solving and collaboration.
  • Perform other duties as needed to support department and company objectives.

Qualifications

  • 2+ years of customer service or related experience.
  • Strong verbal and written communication skills; ability to engage professionally with diverse audiences.
  • Proficiency with software, mobile apps, and social media platforms; adaptability to new systems.
  • Strong problem-solving skills and sound judgment for customer resolutions, including refunds and gift cards.
  • Professional phone etiquette with a customer-first approach.
  • Self-motivated with the ability to work independently.
  • Excellent organization and multitasking skills with flexibility to adjust priorities.
  • Heinen’s, Inc. provides equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and / or expression, genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law.

    Monday - Friday, 8 AM - 5 PM, flexibility to work weekends and evenings required on an as needed basis.

    40 hours / week with overtime as needed.

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