Operations Specialist

**ABOUT US**

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As a member of the Operations team, the **Operations Specialist** is responsible for incoming and outgoing communications with customers based on our brand standards. Customers are defined as our ecommerce customers, product vendors, our store Operators, Managers and Associates across the country, plus coworkers here at our Resource Centre.

Off season (Feb - July) - Focus is on gathering, updating and creating content on our ProProfs Learning Platform to ensure the smooth operation of stores and ecommerce.

**PRIMARY DUTIES AND RESPONSIBILITIES**
- Draft written instructions related to upcoming weekly in-store promotions.
- Draft PowerPoint slides related to those promotions and other content related to store operations in preparation for weekly recorded Teams meeting with store team members.
- Prepare seasonal store merchandising guide for inline stores and for kiosks.
- Help e-commerce customers navigate and find products on our web site.
- Process ecommerce sales, refunds and returns, within service level agreement, to support excellence in Customer Service.
- Monitor and respond to customer reviews and comments on various digital platforms.
- Assist in improving and participating in the Care training program to support peak season needs.
- Stay current on customer care-related trends, and escalate whatever needed, to ensure the company continues to offer excellent customer experiences.
- Weekly updating of reports and incoming communication channel greetings.
- Perform other relevant duties to support the Operations department.

**Key Performance Indictors (KPIs)**
- Ticket management:

- Number of open tickets.
- Ratio of open to completed CRM Tickets.
- Reduction in number of incoming tickets overall.
- Initial customer response time.
- Start to finish, resolution time.
- Accurate and consistent responses.
- Customer feedback scores.

**QUALIFICATIONS**
- Fluent in written and spoken English. Bilingual is an asset (English and French) but not required.
- Excellent oral and written communication skills.
- 1-3 years of experience in a role with equivalent responsibilities.
- Post-secondary education in a related field is an asset.
- Familiarity with retail operations and online order management.
- Experience using service desk ticketing software (Atlassian JIRA) is an asset but not required.
- Excellent computer knowledge, i.e. Microsoft 365 - Teams, SharePoint, Forms, Word, Excel, PowerPoint, Flows, PowerBI, Business Central (ERP), Adobe InDesign, etc.
- Professional with a friendly demeanor.
- Understanding of what makes an unforgettable, positive customer experience.
- Ability to de-escalate and resolve customer concerns.
- Enthusiastic and timely problem solver who puts the customer first.
- Experience with social media marketing and customer engagement.
- Meticulous attention to detail.
- Ability to quickly download and review data, clean it, and pass it on.
- Ability to work under pressure, organize and prioritize responsibilities.

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Work Location: Hybrid remote in Paris, ON N3L 1T8