Customer Service Coordinator

4 weeks ago

Winnipeg, Manitoba, Canada The North West Company Full time
About the Role

We are seeking a highly organized and customer-focused individual to join our team as a Customer Service Coordinator in our Store Connect Support department. As a key member of our team, you will be responsible for providing timely and effective resolution to store-reported merchandising issues through our Store Connect service portal.

Key Responsibilities
  • Act as the first point of contact for all store-reported merchandising issues, ensuring timely and full resolution.
  • Mitigate the escalation of incidents to other business units by applying a deep understanding of our business and system knowledge.
  • Coordinate with internal and external resources to gather information and take action as required.
  • Liaise with stakeholders to implement preventative measures and reduce issue recurrence.
  • Analyze and communicate commonly occurring issue trends to relevant stakeholders, providing feedback on process and system improvements.
  • Generate and analyze reporting metrics related to Store Connect ticket volumes and resolution times.
  • Summarize key learnings and patterns to inform proactive resolution attempts and address root causes.
  • Engage with key stakeholders to align on changing business practices or system enhancements that impact issue resolution.
  • Provide recommendations on process and system functionality in light of changing business needs.
Requirements
  • Minimum 1-2 years of office and/or customer service experience.
  • University degree in Commerce or similar professional program preferred.
  • Retail experience considered an asset.
  • Intermediate MS Office skills, with a focus on Excel and Outlook.
  • Strong organizational, planning, and prioritizing skills.
  • Demonstrated ability to work within strict timelines.
  • Detail-oriented with a high degree of accuracy.
  • Strong verbal and written communication skills, with a demonstrated ability to provide superior customer service.
  • Travel to northern Canadian stores may be required on an as-needed basis.
About Us

The North West Company is a leading retailer serving under-served rural communities and urban neighborhood markets in Northern Canada, Western Canada, rural Alaska, the South Pacific islands, and the Caribbean. Our stores offer a broad range of products and services with an emphasis on food. We are committed to being the best local shopping choice for everyday household and local lifestyle needs.

What We Offer
  • A competitive salary and benefits package.
  • Opportunities for growth and development throughout the company.
  • A dynamic and diverse culture that values inclusion and diversity.
How to Apply

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to our recruitment team.

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