Bilingual Customer Service Coordinator

About Us

Established in 1982, Bulk Barn is Canada's largest bulk food retailer with close to 300 stores and growing The key to our success is progressive thinking, detailed/ methodical planning and flawless execution by passionate people across our organization. We strive to foster a balanced and flexible culture that benefits both our customers and employees.

Our Values:

• High Standards
• Passionate
• Committed
• Exciting and Fun
• Supportive
• Customer Oriented

What We Offer

In addition to a competitive compensation program and employer-paid benefits, we also include:

• 32-hour flexible work-week program currently being tested
• Use of top-tier on-site fitness facility at our Corporate Head Office free of charge to employees

ABOUT THE ROLE

This position is responsible for providing and promoting excellent customer service to customers while resolving and responding to inquiries or complaints. This position is also responsible for preparing monthly and ad hoc Customer Service Reports for the Store Operations and Executive Management Teams.

Duties and Responsibilities

• Customer Focus
• Field and respond to customer service inquiries and complaints received via Bulk Barn website, social media, telephone, store incident reports or letter mail.
• Liaise with Merchandising, Store Operations, Marketing, HR, IT and the Manager, Customer Service to gather information and resolve issues.
• Provide excellent customer service with a strong focus on satisfaction and professionalism.
• Communication
• Communicate effectively and efficiently with customers and corporate staff.
• Communications are to be professional, accurate, clear, concise, timely, thorough and proactive.
• Project/Task Management
• Enter all complaints into an extensive excel-based reporting system, which tracks and analyses the complaints on a monthly and year-to-date basis.
• Prepare and distribute the reports arising out of the excel-based reporting system (both the regular monthly report and any ad hoc reports, as required by the business).
• Process design changes to the excel-based reporting system and related reports from time to time, as required.
• Relay feedback from customers to appropriate departments.
• Prepare gift card requisitions and accompanying letters for customers, as required.
• Facilitate refunds or exchanges at store level, as required.
• Update procedure documents and FAQ as required.
• Detail Orientation
• Ensure that all communications sent to internal and external customers are detailed, accurate and in compliance with Company Operating Standards.
• Ensure log and reports are accurate and up to date.
• Accountability
• Ensure that all customer service issues are resolved in a timely and accurate manner.
• Promote and work to maintain workplace wellness, health and safety, through active compliance with all workplace health and safety policies and procedures.
• Any other duties, as required.

Education & Skills

• Fluent in French both oral and written.
• Post-Secondary Education in Business, Administration, Communications or related field
• 3-5 years' experience working in a fast-paced customer service role
• Intermediate knowledge of Microsoft Office
• Advanced communication skills, both oral and written
• 1 year experience working under pressure, multi-tasking in a deadline-driven environment
• 1 year experience using various Social Media outlets for business purposes

Bulk Barn Foods Limited is an equal opportunity employer that values diversity in the workplace. Accommodation is available in accordance with the AODA, if requested.

Thank you for your interest. Only those candidates who are selected for an interview will be contacted. No telephone calls please.