Specialist, Commercial Service

3 weeks ago

Montréal, Canada Canada Post - Postes Canada Full time

Job Requisition Id: 175300
Business Function: Customer Experience
Primary City: Montreal
Other Location(s):
Province: Quebec
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): 11/22/2023

Reporting to the Manager, Commercial Services OR the Superintendent, Commercial Services, the Specialist, Commercial Service is an integral member of the Customer Care team providing after sale service to commercial customers. The Specialist responds to customer concerns and needs by providing effective and timely solutions and delivers professional services while engaging customers. The Specialist also provides information on the company’s products or services to support our customers and their growing needs, while simultaneously providing valuable operational insights to various internal stakeholder teams.

**Responsibilities**:
Below are the main job requirements and responsibilities for the Specialist, Commercial Service:
1. Manages customer expectations with established process documents and/or guides to maintain standards.

2. Collaborates with various stakeholders (Mail Operations, RVU, Collection and Delivery, Transportation, Lines of Business etc.) to bring insights of customers’ business needs, determine where improvements can be realized and resolve customer issues while keeping customers informed.

3. Participates in CPC facility tours, face-to-face or virtual visits with customers upon request or customer needs to support escalations, peak preparedness and to ensure they are satisfied with the product and/or service offering.

4. Places proactive outbound customer calls to: support outbound call campaigns, provide feedback, educate customers of changes, manage incidents or manage customer relationships.

**Job Responsibilities (continued)**:
6. Supports customer-related reports (induction, defect, safety, pickups, monitoring via campaign management tools, etc) to proactively or reactively identify issues, address findings and where appropriate escalate for visibility and/or resolution to the appropriate parties.

8. Collaborates with, contributes to and supports business development and growth with such activities as preparing relevant content for Business Reviews, identifying sales opportunities, and supporting onboarding activities as may be required.

9. Supports members of the Customer Care Team to provide seamless service to commercial customers such as change management, reporting and analytics and escalations from colleagues.

10. Maintains in-depth knowledge of business and financial concepts in order to work with the customer and internal stakeholders to determine cost savings or service improvement opportunities.

11. Adheres to a weekly set schedule and meeting predetermined performance metrics.

**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, commercial sales or 2 years of CPC relatable experience- Possess a valid provincial driver’s license
- Sound business acumen and solid verbal and written communications skills

**Other Information**:
**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 destination**- We understand Canada Post’s strategy and goals and how we contribute to them, and we move forward with open minds when exploring new approaches. **Deliver for

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