Specialist, Marketing Call Centre

Location: 243 Consumers Road, Toronto, Ontario, M2J 4W8

At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day. With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work. We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

Why this role is important?

Specialist, Marketing Call Centre
Join us as a Specialist in our Supply Chain team tobring products from our distribution centres to nearly 2,500 grocery and pharmacy retail stores nationally, and ultimately the homes of millions of Canadians. Reporting to the Sr. Manager, Supply Chain you will collaborate with Store employees to respond to telephone and email inquiries regarding store level marketing and logistics issues. At Shoppers Drug Mart, we put the customer at the center of everything we do and our Customer Service Representatives but the Stores at the center of everything they do.

What You'll Do:

- Respond to calls, emails and Service Now tickets to provide first level customer service for stores.
- Resolve issues in a prompt and efficient manner and escalates issues as required.
- Logs calls and emails into the appropriate tracking systems and elevate issues to the appropriate person or department as necessary, to ensure accurate and timely logging of response actions.
- Maintains a high level of knowledge and adherence to the Call Centre Key Performance Indicators (KPI’s) including, but not limited to Average Talk Time (ATT), Average Handle Time (AHT) and Average Speed of Answer (ASA)
- Identify recurring issues to determine and document possible solutions and assist with the prompt resolution of issues.
- Attends team huddles to receive current updates on issues, concerns, and promotions.
- Attends one-on-one meetings to track monthly Productivity scores (including AHT, ATT, quality scores, schedule adherence, etc.) current progress and identify areas for improvement.
- Liaises with internal departments to ensure call and email issues are resolved and ensure service level agreements are maintained.
- Maintains a high level of knowledge regarding current marketing programs, Distribution Centre issues, and other Shoppers Drug Mart and Pharmaprix Customer Service initiatives to provide accurate responses to concerns or issues.
- Ability to work rotating shifts, including weekends and statutory holidays
- Accountable for personal statistics plus team goals (wait time and abandon rate).
- Supporting Project/initiatives related to SDM Business & Stores Support for all current projects underway.
- Create Training session and manuals of new systems; perform Testing on new systems and provide training.
- Review Agent calls for Quality Assurance and assist with necessary coaching on a regular basis
- Second Level escalations for store issues.
- Use considerable judgement and analysis to arrive at recommendations or conclusions for issues that may arise in the Call Centre.

What You'll Need:

- English (written and verbal communication)
- French is an asset
- Previous experience within a Call Centre environment or comfort to learn
- Experience working within a Distribution and/or Retail environment or comfort to learn
- Experience with SAP, Manhattan WMS, TMS & Microsoft Office, Excel and Powerpoint applications or comfort learning how to use
- Communication and customer service skills with a focus on putting the customer first using our CORE Values – Care, Ownership, Respect and Excellence
- Detail oriented with time management skills and ability to work through change.
- Ability to prioritize workload, work well independently and collaboratively with people to find solutions.
- This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload and projects. Courtesy, tact and diplomacy are required in dealing with colleagues in everyday working relationships.
- Flexible working hours, including occasional Saturdays

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through Academy.

Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

How You’ll Succeed:

At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.

Employment Type:

Full time

Type of Role:

Regular

Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

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