Store Connect Support Coordinator
4 weeks ago
The North West Company is seeking a highly organized and detail-oriented Coordinator, Store Connect Support to join our team. As a key member of our retail operations team, you will be responsible for providing first-line support for all Merchandising Store Connect tickets, ensuring timely and full resolution of issues. Your strong communication and problem-solving skills will enable you to effectively coordinate with internal and external resources to mitigate the escalation of incidents and provide superior customer service.
Key Responsibilities:
Act as first responder for all Merchandising Store Connect tickets, focusing on timely and full resolution of issues
Mitigate the escalation of incidents to other business units by applying well-developed understanding of NWC business and system knowledge
Coordinate with internal and external resources for information and/or action as situationally required
Liaise with stakeholders in respect to preventative measures for continued development of issue reduction
Analyze and effectively communicate commonly occurring issue trends to relevant stakeholders; provide 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 ability to resolve store issues
Provide recommendations to process and system functionality in light of changing business needs
Requirements:
Minimum 1-2 years office and/or customer service experience
University Degree in Commerce or similar professional program preferred
Retail experience considered an asset
Intermediary MS Office skills within focus on Excel & Outlook
Strong organizational, planning and prioritizing skills
Demonstrated ability to work within strict timelines
Detail oriented while maintaining 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
About The North West Company:
The North West Company is a leading retailer to under-served rural communities and urban neighbourhood markets in the following regions: 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. Our value offer is to be the best local shopping choice for everyday household and local lifestyle needs. Check out northwest.ca for more information.
Why Work at The North West Company?
We create a collaborative and constructive culture by:
Being Enterprising
Committing to our Customer
Working with Passion
Leading and Developing Others
Demonstrating Respect and Inclusivity
Building Trust
The North West Company is committed to inclusion and diversity and encourages applications from all candidates including but not limited to: all religions and ethnicities, LGBTQ2s+, BIPOC, and persons with disabilities.
What We Offer:
A competitive salary is being offered along with opportunities to learn, develop and advance throughout the organization. We thank all applicants for their interest; however only those selected for an interview will be contacted.
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