Representative, Marketing Call Centre

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?

Marketing Call Centre, Representative

This role, reporting to the Sr Manager, involves responding to telephone and email inquiries from Stores regarding marketing and logistics issues. The Marketing Call Centre Specialist ensures prompt and effective replies to achieve high customer satisfaction.

What You Will Do:

• Provide first-level customer service, addressing inquiries, and referring to complex issues promptly and efficiently through calls, emails and Service Now tickets

• Maintain adherence to Call Centre Key Performance Indicators (KPIs) and accurately log and timely escalate all customer interactions.

• Maintain adherence to Call Centre Key Performance Indicators (KPIs) but not limited to Average Talk Time (ATT), Average Handle Time (AHT) and Average Speed of Answer (ASA) is maintained

• Identify and evaluate recurring issues, contributing to effective solutions and process improvements.

• Collaborate with internal departments and maintain comprehensive knowledge of marketing programs and operational initiatives.

• Attend and complete required training, Quality Assurance reviews, and managing second-level referrals.

• Maintain expertise in current marketing programs, distribution processes, and other customer service initiatives to provide accurate responses.

• Train team members and continuous improvement opportunities as required

What You Will Bring:

• Work experience in supply chain, retail operations, distribution and completion of Post Secondary education in related fields.

• 2-4 years of experience in a customer service or call center environment, preferably supporting retail operations.

• Excellent verbal and written communication skills and computer proficiency.

• Proficiency in Microsoft Office Suite (Excel, PowerPoint).

• Excellent understanding of retail business and advanced knowledge of supply chain management systems (SAP, Genesys, Service Now, Internal SDM systems and WMS) and best practices.

• Demonstrated initiative, sound judgment, and the ability to efficiently organize and prioritize tasks.

• Strong interpersonal skills, exhibiting courtesy, tact, and diplomacy in all professional interactions.

• Adaptability to varying assignments and work processes, with the capacity to collaborate with diverse personalities.

• Proficiency in problem-solving, identifying solutions, and driving continuous improvements.

• Fluency in English; French (verbal and written) is an asset.

• Ability to work rotating shifts and weekends

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to 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

Type of Role:

Regular

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.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

Hiring Range / Échelle salariale à l’embauche :$39,000.00 - $49,500.00 / 39.000,00$ - 49.500,00$ (per year / par an)A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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