Customer Care Coordinator

5 months ago

Mississauga, Canada M&M Food Market Full time

**We are looking for our next Customer Care Coordinator. Could it be you?**

At M&M Food Market, our goal is to help customers succeed at mealtime and offer best in class customer service - your interactions with customers will bring this corporate mission statement and our corporate values to life.
Need more details? Keep reading

**The Customer Care Coordinator will**:

- Vast experience and knowledge of eCommerce from a customer service perspective
- Advanced knowledge and understanding of eCommerce and CRM systems (i.e. ZenDesk)
- Experienced with replying to customers using social media channels such as Facebook, Twitter, and Instagram
- Use your superior written and verbal communication skills to communicate with customers, as well as staff from all departments
- Obtain and evaluate all relevant data across company departments to handle inquiries efficiently and create appropriate resolutions
- Record information about customer store interactions and report on the comments, inquiries, complaints, and determine what the necessary resolution will be for that customer
- Maintain customer service protocols and brand guidelines when communicating with customers and contribute to the development/improvement of corporate customer care standards, procedures, and policies
- Actively seek out answers, insights, and information to keep on top of all necessary brand information
- Being well-versed with our M&M Food Market Rewards program in order to help current members with questions about their offers/accounts and be ready to sign up a new customer who is interested in joining
- Access and update customer information in the customer databases
- Assigning weekly Customer Recovery gift cards to an in-office administrator
- Quickly replying to incoming Live Chats with customers
- Help customers with their delivery order inquiries/assist with necessary resolutions for submitted orders
- Contact Marketing contest winners to obtain mailing information and assign it to the in-office Admin
- Review and respond to customer inquiries from our in-store customer satisfaction survey (as needed)

**So are you our next Customer Care Coordinator? You could be if you have**,
- 2-5+ years' relevant experience in customer care/customer service within a corporate customer service environment
- Experienced with eCommerce platforms
- Experience in the retail industry a definite asset
- Exceptional communication (verbal and written) and interpersonal skills; ability to communicate and build relationships effectively and concisely.
- Resolution management skills: ability to effectively resolve escalated issues in a timely manner
- Excellent organization and attention to detail; ability to prioritize demands and multi-task to complete daily objectives.
- Advanced Microsoft Office capabilities, including Excel and data collection/manipulation skills
- Demonstrated ability of the following M&M Food Market Core Competencies: Flexibility and Adaptability; Communication; Passion & Drive; Resilience; Collaboration Integrity & Trust; Diversity, Equity, and Inclusion; Resourcefulness
Sounds like you? Click below to apply
A lot has changed over 40 years of helping customers across Canada, but at the heart of what M&M Food Market does, is our people. Whether shaping the direction of the business from head office or offering customers exceptional service every day in our stores, we are successful because of our amazing team.
If you’re a food enthusiast who values quality and innovation, a fan of feeling a connection to your community and country, and a team player looking to develop their skills and career, then keep reading.

Here are just a few reasons to consider a career with us

**WE HAVE HEART, WE ROCK, WE GROW**
**We are constantly evolving.**

We believe change is a good thing. Whether it’s venturing into new markets or reinventing our current strategies, our passion leads us to new and exciting opportunities that further strengthen our position in the marketplace.

**We are recognized for our work.**

M&M is a Platinum member of Canada’s 50 Best Managed Companies, having received the award for more than 12 consecutive years. We’ve also been recognized with numerous awards from the Canadian Franchise Association, as well as awards for our excellence in marketing, advertising, customer service, and community relations.

**We put our customers and our employees first.**

For a retail chain such as M&M, our success depends on our customers’ satisfaction. From a corporate perspective, we also consider our stores to be our customers and when we work together as a self
- supporting team, we make great things happen.

**We strive to be the best.**

We are constantly growing and developing - as a company and as individuals. We encourage new ideas and ongoing learning, and we embrace diversity in order to do great work as a team.
********

Location: Mississauga, Ontario

Work Location: In person

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