Specialist, Cps Store Support

**Location**:
243 Consumers Road, Toronto, Ontario, M2J 4W8

At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day.
With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work. We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

**Why this role is important?**

**Specialist, Central Pharmacy Services**

**Location: Toronto, ON**

Take ownership and find more ways to care about our local store owners in a career at Shoppers Drug Mart Central Office / Store Support. Provide great service, specific expertise and actionable advice to support Associate-Owners and their staff in delivering the best health, beauty and convenience services to Canadians.

Central Pharmacy Services is a division of Shoppers that centrally prepares CPAK medication packs or fills vials of medication that are distributed at the stores to patients. This centralized production enables the pharmacist and team at Shoppers Drug Mart locations to spend their time focusing on what is important - the patient Working with the team, you will be responsible to ensure success of Central Pharmacy Services. We pride ourselves in having awesome team spirit

We have a great benefits package, Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension plans and Employee share ownership plan

Shoppers Drug Mart was acquired by Loblaw in 2014, the largest employer in Canada - making your career opportunities within our larger organization - endless

**Why this role is important?**

We are hiring **Specialist, Central Pharmacy Services.**Reporting directly to the Central Pharmacy Services (CPS) management, you will respond to inquiries from the stores regarding CPS programs. You will be the first level of contact for stores and ensure that any presented issues are either resolved or a plan of action is clearly communicated on how resolution will be reached.

**What You’ll Do**:

- Respond to store contact (via multi-channels) and troubleshoot issues, providing first level resolutions or triaging calls to appropriate teams when needed
- Obtain information quickly and efficiently from stores and communicate appropriate next steps, setting expectations on resolution path and timing
- Summarize complex issues to promote seamless transition of incidents between support teams
- Update and maintain knowledge base for a wide range of pharmacy hardware, software and networking issues so that you can continue to provide effective support in a dynamic environment
- Identify and communicate trends for escalations and improvement opportunities, including recurring issues or patterns which will facilitate prompt resolution of issues
- Capture and record key points of interaction into the appropriate tracking systems
- Liaise with internal departments to ensure store incidents are being addressed, investigated and resolved to ensure service level agreements are met
- Maintain a high level of knowledge regarding CPS systems to provide accurate responses to concerns or issues
- Understand IT and Business support systems and language and how they relate to Pharmacy support
- Manage CPS inboxes and create and maintain knowledge base and templates for resolving inquiries
- Create communications for stores using a standardized approach
- Analyze previous communication with CPS mailboxes to understand the type, frequency, impact and resolution for stores
- Support the development of a strategic plan to ensure store inquiries and issues related to CPS programs are handled by the optimal party within acceptable timeframes and systems are in place for knowledge management
- Support Pharmacy teams with optimizing central pharmacy services.

This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload, and projects. Superior communication, courtesy, diplomacy, and problem solving are required in dealing with the stores and colleagues.

**What You’ll Need**:

- Proficiency in Kroll, HealthWATCH and/or Assyst Rx is an asset
- Previous experience in customer service or customer advocacy role
- 2-3 years Shoppers Drug Mart / Loblaws experience is an asset
- Recent experience as a Pharmacy Assistant or Pharmacy Technician is an asset
- Knowledge of retail and CPS pharmacy workflow
- Ability to work flexible hours (including overnight, weekend shifts and statutory holidays) within a fast-paced and dynamic environment
- Excellent verbal and written communication skills
- Individual must be an analytical problem solver with attention to detail
- Professional, enthusiastic, dependable, and flexible
- Must take initiative and be a