Store Connect Support Coordinator

4 weeks ago

Winnipeg, Manitoba, Canada The North West Company Full time
Job Title: Store Connect Support Coordinator

Are you a detail-oriented and organized individual with excellent communication skills? Do you have experience in customer service and retail operations? We are seeking a Store Connect Support Coordinator to join our team at The North West Company.

Job Summary:

The Store Connect Support Coordinator will be responsible for providing timely and effective resolution of merchandising issues reported by stores through the Store Connect service portal. This role will require strong organizational and problem-solving skills, as well as the ability to work independently and as part of a team.

Key Responsibilities:
  • Act as the first point of contact for all merchandising Store Connect tickets, ensuring timely and full resolution of issues.
  • Mitigate the escalation of incidents to other business units by applying a deep understanding of NWC business and system knowledge.
  • Coordinate with internal and external resources for information and/or action as situationally required.
  • Liaise with stakeholders to identify preventative measures for continued development of issue reduction.
  • Analyze and effectively communicate commonly occurring issue trends to relevant stakeholders, providing feedback on process/system improvement as required.
  • Generate and analyze reporting metrics related to Store Connect ticket volumes and resolution time.
  • Summarize key learnings and patterns to help shape proactive resolution attempts and address root causes.
  • Engage with key stakeholders to align on changing business practice or system enhancements that would impact the ability to resolve store issues.
  • Provide recommendations to 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 will be required on an as-needed basis.
What We Offer:

The North West Company is committed to creating a collaborative and constructive culture that values diversity and inclusion. We offer a competitive salary and benefits package, as well as opportunities for growth and development throughout the company.

Join our team and be part of a dynamic and diverse culture that is dedicated to making a difference in the lives of our customers and employees.

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