Specialist, Marketing Call Centre

Shoppers Drug Mart•Toronto, ON

4d•CA$39,000 - CA$49,500•Onsite

About The Position

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. 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.

Requirements

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

Nice To Haves

French (verbal and written) is an asset.

Responsibilities

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
Rotating weekend and evening shift schedule