Store Connect Support Coordinator

1 week ago

Winnipeg, Manitoba, Canada The North West Company Full time
Job Summary:

The North West Company is seeking a highly skilled Coordinator, Store Connect Support to join our team. As a key member of our support team, you will be responsible for providing timely and effective resolution of Merchandising Store Connect tickets. Your strong organizational, problem-solving, and communication skills will enable you to excel in this role and make a meaningful contribution to our organization.

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 your knowledge of NWC business and systems
• Coordinate with internal and external resources to gather information and take action as required
• Liaise with stakeholders to identify preventative measures for continued issue reduction
• Analyze and communicate commonly occurring issue trends to relevant stakeholders, providing feedback on process and system improvements as needed
• 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 for 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 prioritization 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 The North West Company:

The North West Company is a leading retailer to 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 inclusion and diversity and encourage applications from all candidates. We offer a competitive salary and benefits package, as well as opportunities for growth and development throughout the organization.

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