Specialist, Marketing Call Centre

Specialist Marketing Call Centre

Join us as a Specialist in our Supply Chain team tobring products from our distribution centres to nearly 2500 grocery and pharmacy retail stores nationally and ultimately the homes of millions of to the Sr. Manager Supply Chain you will collaborate with Store employees to responds 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 but the Stores at the center of everything they do.

What Youll Do:

• Respond to calls emails and Service Now tickets to provide first level customer service for stores.
• Resolve issues in a prompt and efficient manner and escalates issues as required.
• Logs calls and emails into the appropriate tracking systems and escalate issues to the appropriate person or department as necessary to ensure accurate and timely logging of response actions.
• Maintains 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.
• Attends team huddles to receive current updates on issues concerns and promotions.
• Attends one-on-one meetings to track monthly Productivity scores (including AHT ATT quality scores schedule adherence etc.) current progress and identify areas for improvement.
• Liaises with internal departments to ensure call and email issues are resolved and ensure service level agreements are maintained.
• Maintains 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.
• Ability to work rotating shifts including weekends and statutory holidays
• Accountable for personal statistics plus team goals (wait time and abandon rate).
• Supporting Project/initiatives related to SDM Business & Stores Support for all current projects underway.
• Create Training session and manuals of 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
• 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 Youll Need:

• English (written and verbal communication)
• French is an asset
• 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
• 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.
• This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks workload and projects. Courtesy tact and diplomacy are required in dealing with colleagues in every day working relationships.
• Flexible working hours including occasional Saturdays