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Specialist, Marketing Call Centre
27 minutes ago
Join to apply for the Bilingual Customer Service Representative role at Loblaw Companies Limited Location: 243 Consumers Road, Toronto, Ontario, M2J 4W8 About Shoppers Drug Mart At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk‑in clinics, and a beloved loyalty program, we care and support our customers in new ways every day. With more than 1,300 locally owned and operated stores, the Shoppers Drug Mart network is a great place to shop and a great place to work. We’re committed to building a talented team that champions 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, Bilingual Marketing Call Centre – Join us as a Specialist in our Supply Chain team to bring products from our distribution centres to nearly 2,500 grocery and pharmacy retail stores nationally, and ultimately the homes of millions of Canadians. Reporting to the Sr. Manager, Supply Chain, you will collaborate with Store employees to respond to telephone and email inquiries regarding store‑level marketing and logistics issues. At Shoppers Drug Mart, we put the customer at the center of everything we do and our Customer Service Representatives are at the heart of it. What You’ll Do Respond to calls, emails and Service Now tickets to provide first‑level customer service for stores. Resolve issues promptly and efficiently, escalating as required. Log calls and emails into the appropriate tracking systems and ensure accurate and timely logging of response actions. Maintain a high level of knowledge and adherence to the Call Centre Key Performance Indicators (KPIs) including, but not limited to, Average Talk Time (ATT), Average Handle Time (AHT) and Average Speed of Answer (ASA). Identify recurring issues to determine and document possible solutions and assist with the prompt resolution of issues. Attend team huddles to receive current updates on issues, concerns, and promotions. Attend one‑on‑one meetings to track monthly productivity scores (including AHT, ATT, quality scores, schedule adherence, etc.) and identify areas for improvement. Liaise with internal departments to ensure call and email issues are resolved and that service level agreements are maintained. Maintain a high level of knowledge regarding current marketing programs, Distribution Centre issues and other Shoppers Drug Mart and Pharmaprix Customer Service initiatives to provide accurate responses to concerns or issues. Work rotating shifts, including weekends and statutory holidays, and be accountable for personal statistics plus team goals (wait time and abandon rate). Support projects/initiatives related to SDM Business & Stores Support for all current projects underway. Create training sessions and manuals for new systems; perform testing on new systems and provide training. Review agent calls for Quality Assurance and assist with necessary coaching on a regular basis. Perform second‑level escalations for store issues. Use considerable judgement and analysis to arrive at recommendations or conclusions for issues that may arise in the Call Centre. What You’ll Need Bilingual in French and English (written and verbal communication). Previous experience within a call‑centre environment or comfort to learn. Experience working within a distribution and/or retail environment or comfort to learn. Experience with SAP, Manhattan WMS, TMS & Microsoft Office, Excel and Powerpoint applications or comfort learning how to use them. Communication and customer service skills with a focus on putting the customer first using our CORE Values – Care, Ownership, Respect and Excellence. Detail oriented with time‑management skills and ability to work through change. Ability to prioritize workload, work well independently and collaboratively with people to find solutions. Demonstrated initiative and judgment in organizing and prioritizing tasks, workload and projects. Courtesy, tact and diplomacy are required in dealing with colleagues in everyday working relationships. Flexible working hours, including occasional Saturdays. Why work at Shoppers Drug Mart Acting as consultants, supporting internal customers and the Associate‑Owners, you will gain unique experience in the retail industry while working for an award‑winning national brand. Benefit from a purchase discount program, competitive pay and online learning through Academy. Take ownership of your work and find more ways to care about your work, co‑workers, customers and community. How You’ll Succeed At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections. If that sounds like you, and you are open‑minded, responsive to change and up to the challenges provided in a fast‑paced retail environment, apply today. Employment Type Full time Shoppers Drug Mart Inc. recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired. In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us. #J-18808-Ljbffr
