Coordinator, Customer Support

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Take ownership and find more ways to care about our local store owners in a career at Shoppers Drug Mart Central Office / Store Support. Provide great service, specific expertise and actionable advice to support Associate-Owners and their staff in delivering the best health, beauty and convenience services to Canadians.

Why this role is important?

The Coordinator, Customer Support is responsible for the coordination, and scheduling of the efficient day-to-day operation of installation, Service & Preventative Maintenance. This includes the capturing and entry of customer information, interfacing with the customers, completing client quotes, completing customer quality calls, ordering and tracking equipment parts, scheduling and follow up of the appointments with the customers and responding/troubleshooting for client

RESPONSIBILITIES:

• Schedule and coordinate Installations, Service Repair and Preventative Maintenenace, including outside calls
• Answering telephone calls and e-mails to assist the internal/external customers with their questions and concerns
• Liaison with customers, store managers and employees to ensure full resolution to inquiries and problems
• Ensure all customer orders and requests are processed to the highest standards from start to finish
• Complete follow up quality calls to confirm customer satisfaction. Escalate issues where appropriate
• Purchasing and inventory control as per policy and applicable processes
• Process warranty claims with suppliers if applicable
• Interface and obtain authorizations from third party funding agencies where applicable
• Prepare customer quotes
• Provide customer invoices if requested
• Administer Customer Quality Calls
• Provide weekly and monthly metrics on deliveries, service calls and other relevant KPIs.
• Comply with all health and safety regulations
• Comply with policy and procedures
• Backup for Stoe administor
• Invoicing Preventative Maintenance, Service & Parts Order
• Maintain filing system for all repair and delivery requests and quotes
• Perform other duties as required

REQUIRED SKILLS AND EXPERIENCE:

• College degree or 3 years’ experience in a related position
• Proven customer service background
• Excellent verbal and written communication skills
• Outstanding customer service skills
• Proven track record of quick, efficient, problem solving abilities
• Computer literacy an asset with advanced knowledge of excel an asset

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:

Type of Role:

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.