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Store Connect Support Coordinator

2 months ago

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

We are seeking a highly organized and detail-oriented Coordinator, Store Connect Support to join our team at The North West Company. As a key member of our operations team, you will be responsible for providing timely and effective resolution of Merchandising Store Connect tickets, ensuring seamless communication with internal and external stakeholders, and driving process improvements to enhance our customer experience.

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 to gather information and take action as required.
  • Liaise with stakeholders to develop preventative measures for continued issue reduction.
  • Analyze and communicate commonly occurring issue trends to relevant stakeholders, providing feedback on process/system improvement as needed.
  • Generate and analyze reporting metrics related to Store Connect ticket volumes and resolution time.
  • 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 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 to under-served rural communities and urban neighborhood markets in Northern Canada, Western Canada, rural Alaska, the South Pacific islands, and the Caribbean. We offer a broad range of products and services with an emphasis on food, and our value proposition is to be the best local shopping choice for everyday household and local lifestyle needs.

We are committed to inclusion and diversity, and we encourage applications from all candidates, including but not limited to: all religions and ethnicities, LGBTQ2s+, BIPOC, and persons with disabilities.

A competitive salary and benefits package are being offered, along with opportunities to learn, develop, and advance throughout the organization.