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    Coordinator, Store Connect Support - Winnipeg, Canada - The North West Company

    The North West Company
    The North West Company Winnipeg, Canada

    Found in: Talent CA C2 - 4 days ago

    Default job background
    Full time Employment
    Description
    Bring your organizational, resolving and customer service skills to your role as a Coordinator, Store Connect Support at The North West Company (NWC). The Coordinator, Store Connect Support is accountable for first line of contact in response to all store reported Merchandising issues through the Store Connect service portal. With stores and customers at top of mind, this role will leverage system and business knowledge to resolve the issue at hand through investigative efforts and coordination with both internal and external parties. Your accountabilities in this role will allow you to exercise your problem solving skills and enhance your time management ability, while also giving you the opportunity to become familiar with our processes, the organization, and our innovative corporate culture.

    Joining NWC gives you the opportunity for growth and development throughout the company, a competitive salary and benefits package, and to be part of a dynamic and diverse culture.

    NWC is a leading retailer to under-served rural communities and urban neighbourhood markets in the following regions: Northern Canada, Western Canada, rural Alaska, the South Pacific islands, and the Caribbean. Our stores offer a broad range of products and services with an emphasis on food. Our value offer is to be the best local shopping choice for everyday household and local lifestyle needs. Check out for more information.

    Your Role:
  • Act as first responder for all Merchandising Store Connect tickets with focus on timely and full resolution of issues
  • Mitigate the escalation of incidents to other business units, by applying well develop understanding NWC business and system knowledge
  • Coordinate with internal and external resources for information and/or action as situationally required
  • Liaise with stakeholders in respect to preventative measures for continued development of issue reduction
  • Analyze and effectively communicate commonly occurring issue trends to relevant stakeholders; provide feedback on process/system improvement as required
  • Generate and analyze reporting metrics related to Store Connect ticket volumes and resolution time
  • Summarize key learnings and patterns to help shape proactive resolution attempts and address root causes
  • Engage with key stakeholders to align on changing business practice or system enhancements that would impact ability to resolve store issues
  • Provide recommendations to process and system functionality in light of changing business needs
    • Desired Skills & Abilities:
  • Minimum 1-2 years office and/or customer service experience
  • University Degree in Commerce or similar professional program preferred
  • Retail experience considered an asset
  • Intermediary MS Office skills within focus on Excel & Outlook
  • Strong organizational, planning and prioritizing skills
  • Demonstrated ability to work within strict timelines
  • Detail oriented while maintaining a high degree of accuracy
  • Strong verbal and written communication skills with a demonstrated ability to provide superior customer service
  • Travel to northern Canadian stores will be required on an as-needed basis
    • Location: Gibraltar House, 77 Main Street, Winnipeg, MB

    Reports To: Manager, Data Management Systems

    We create a collaborative and constructive culture by:

    • Being Enterprising
    • Committing to our Customer
    • Working with Passion
    • Leading and Developing Others
    • Demonstrating Respect and Inclusivity
    • Building Trust

    The North West Company is committed to inclusion and diversity and encourages applications from all candidates including but not limited to: all religions and ethnicities, LGBTQ2s+, BIPOC, and persons with disabilities.

    A competitive salary is being offered along with opportunities to learn, develop and advance throughout the organization. We thank all applicants for their interest; however only those selected for an interview will be contacted.

    For Internal Applicants Only:

    Salary Grade: C0R

    NOTE: : Prior to applying, an internal employee MUST obtain a written endorsement email from their current Manager or Manager – once – removed and provide this to the recruitment team before they can be considered for opportunities. This position adheres to the Corporate Job Posting Guidelines.

    #WorkNWC
    #MakeADifference
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