Key Account Service Representative

4 weeks ago

Ottawa, Canada Canada Post - Postes Canada Full time

Job Requisition Id: 172493
Business Function: Customer Experience
Primary City: Ottawa
Other Location(s):
Province: Ontario
Employment Type: Full-Time
Employment Status: Permanent
Language Requirement: Bilingual Imperative (BBBB)
Employee Class and Level: SL 03
Number of Vacancies 1
Job Closing Date (MM/DD/YYYY): 08/29/2023

Reporting to the Superintendent, Commercial Service the Key Account Service representative is an integral member of the Customer Relationship Management team. The Key Account telephony rep leveraging knowledge of Canada Post’s operations and delivery processes, products & services, standards and specifications, as well as automated programs & tools is responsible for providing pre & post sales service to assigned key account Platinum Level 1 & 2 commercial customers.

**Responsibilities**:
Below are the main job requirements and responsibilities for the Key Account Service Representative.
- Investigates and resolves customer problems via phone or at the client site: closes the customer call and ensures accurate documentation of problem and solution within CRM and iAvenue. For certain types or priorities of calls, places a pro-active follow-up call to the customer to confirm problem resolution. Escalates and/or deploys resources for problems requiring further analysis & attention as per outlined process document.
- Analyzes trends in customer problems and complaints to determine root cause by reviewing CRM case history: identifies problem areas, communicates with the customer to resolve the problem: regularly monitors the corrective measure to ensure there is no reoccurrence of problem.
- Plans, develops and prioritizes customer calls, visits and follow up calls to discuss new products with the customer to ensure satisfaction with product or service offering.
- Educates and informs the customer of any changes to Canada Post processes, including the but not limited to mail preparation, containerization, packing and induction.

**Job Responsibilities (continued)**:

- Contributes to the team sales target and customer value target by identifying potential new sales opportunities and referring the lead to the sales team, when required, also supports the achievement and protection of corporate base revenue objectives.
- Participates in the implementation of corporate initiatives and is accountable for the achievement of specific goals based on these initiatives. When required, visits client site to explain and/or help implement any anticipated changes in product of service offerings.
- Keeps up-to-date with basic selling skills, industry knowledge and key competitor’s products and services.
- Maintains an in-depth knowledge of Canada Post products, networks and transportation, National Distribution Guide, Canada Post operating systems and processes, including knowledge of business and financial concepts in order to pro-actively work with the customer to determine cost savings or service improvement opportunities.

**Qualifications**:
Education
- Post-Secondary Degree/Diploma (Equivalent experience may be accepted in lieu of a Post-Secondary Degree/Diploma)

Experience
- Minimum 2 years’ experience working in commercial customer service or commercial sales in a call centre environment
- Possess a valid provincial driver’s license

Assets
- Not Applicable

**Other Information**:
Should you meet the minimum requirements of the position, you may be added to an eligibility list for a period of 12 months after the competition

**Safety Sensitive Positions**
This position may be considered a Safety Sensitive position and has additional requirements under Canada Post's Substance Use Policy.

**Employment Equity**

Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain, learning, developmental, mental/psychological, and memory.

**Conflict of Interest**
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.

**Accommodation**

Canada Post is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by Canada Post regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

**Important Message**

**Our signature behaviours**

**Make the call **- We’re empowered to make decisions, respectfully challenge the status quo, and support others to do the same.
**Know the desti

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