Customer Experience Lead

3 weeks ago

Waterford, Canada MB Country Living Full time

**JOIN OUR MB COUNTRY LIVING TEAM**
- Where we feed the things you love_

Are you a dedicated, customer-focused individual? Are you always on the move from the moment you clock in for the day until you head home for the night? If your answer was “yes”, then you belong with us

**You Are**:

- **A customer service and sales expert **- you love to spend your day meeting and building relationships with guests, increasing customer satisfaction, loyalty and baskets by identifying and meeting their needs with a caring, communicative, and honest approach.
- **A coach **-you teach the team how to deliver “best in class” service every minute the store is open, mentoring and training them on how to live out the Living Room Concept daily.
- **Organized **- able to track and follow up on customer requests for standing or special orders, communicating information between departments and store staff as well as providing customers with details and updates as you receive new information.
- **Willing to learn something new every day **- whether that be customers' names and needs, or updating your processes or product information.
- **A problem solver **- thinking critically and creatively, using logic to find the best solution in unusual or unexpected situations.
- **A lover of physical work **- not only capable of lifting and moving 25kg all day long, but you enjoy it

**Responsibilities include but are not limited to**:
**Customer Service**
- Provide “best in class” customer service according to MB standards - listening actively and communicating in a straightforward manner to build rapport with each guest, learning their names as well as those of their family & pets, and consistently exceeding their expectations through excellence in service and follow up
- Utilize high level conflict resolution skills to identify, address, and resolve any and all customer concerns or situations in which an MB Country Living customer may not be fully satisfied
- Offer “best in class” quality of presentation through maintaining MB standards of cleanliness on the sales floor and in the warehouse - ensuring execution on the daily cleaning, dusting, and more as directed by the Store Manager and modelling for your team that cleaning and tidying is a task that happens in down time throughout the day, every day
- Circulate the store looking for customer engagement opportunities - then listening actively and communicating in a straightforward manner with customers and teammates

**Job Knowledge**
- Work in conjunction with the Store Manager to ensure every member of staff is fully trained on and consistently providing each customer with the "Living Room Concept" standard of customer service

**-**Actively work with product - able to lift and carry 25kg without restriction, maximize selling opportunities through stocking, replenishing, rotating, assembling, displaying (including price labelling) and merchandising as per MB guidelines
- Support the Warehouse Lead to accomplish smooth delivery of products to customers: learning who the store's major delivery customers are and building relationships with them to anticipate their needs, deliver consistent “best in class” experiences, and improve their experience whenever possible. This may include business development visits or phone calls
- Lead the special order process, ensuring no customer request is lost
- Responsible for leading the e-commerce process, ensuring fulfillment runs smoothly and any necessary customer or company follow up is completed in good time (providing feedback and communicating concerns for the ease of use and enhancement of the MB e-commerce experience)
- Execute reductions, price changes, cycle counts, expiry audits, and all other MB routines and processes including administrative/management duties as directed

**General Requirements**
- 1-3 years of related experience in a retail environment, or equivalent, is required
- Experience in conflict resolution - with skills in communication, attention to detail, organization, planning, and time management
- Ability to work a flexible schedule - must work 50% of Saturdays in a year (priority on April-May spring rush)
- A clean driver’s abstract is required - may be requested to provide temporary support to different locations, for projects or the continued development of the company and individual

**Why Join Our Team?**
- **Limited opening hours **leave time for family - our stores close at 6pm Monday-Friday, 5pm on Saturday and are typically closed on Sunday.
- **We love animals **- spend your days helping improve the quality of life for livestock & pets.
- **Avoid the highway **- enjoy a scenic commute in to work A glance out the window onto open fields or green spaces can help lower stress.
- **Casual dress code **- jeans and steel toe boots or shoes are all you need, we provide the rest.
- **Be part of a growing organization **- our company culture combines progressive-mindedness with a simple lifes

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