City : St. Jacobs, Ontario, Canada

Category : Customer Service

Industry : Retail

Employer : Home Hardware

• Proactively manage exceptions that impact customer orders and would provide a poor Dealer experience. This includes but is not limited to returns, errored orders, cancellations, and short shipments. Communicate directly with Customers as required.
• Responsible for setting up and maintaining accuracy of Dealer information online. Ensuring that flags are properly set and that orders flow as anticipated. This includes actioning change sheets from Corporate Records for new stores, change of ownerships, closures, new users and job postings.
• Maintain and update the CRM systems daily to ensure all cases are accurately documented and resolved in a timely manner.
• Be the Subject Matter Expert for eCommerce that Dealers can contact regarding any questions pertaining to their website or their Google Business accounts. This requires being knowledgeable on countless aspects of the business and understand which resources from within eCommerce or other departments need to be involved to address Dealer concerns.
• Research Dealer Settlement Issues in conjunction with IT and Finance Teams, to ensure that Dealers are being paid appropriately and adjustments are made as needed.
• Work in conjunction with Dealer Services, where necessary, to ensure both Dealers and end Customer issues are resolved.
• Working with Dealers to ensure the necessary appeasement levels and request for gift cards in situations where we could have provided a more optimal experience.
• For major product releases that require working with a large number of Dealers, partner with the eCommerce Customer Experience Project Coordinator to complete a successful roll-out.

• Degree or diploma in Retail, eCommerce, Digital Marketing, Communication or Business.
• Bilingual in French is required.
• One to two years’ experience in a Retail, eCommerce, or Customer Support environment.
• Excellent communication skills (written and verbal), organizational, interpersonal and time management skills.
• Familiarity with call center software event tracking systems and ecommerce order management system tools an asset. Knowledge of CRM solutions such as Microsoft Dynamics and Chat software is an asset.
• Strong knowledge of customer service best practices and principles for both voice and online interactions with customers.
• Advanced knowledge of Home Hardware’s systems and processes is an advantage.
• Proficient computer skills including Microsoft Office applications: Word, Excel, PowerPoint, and Outlook. Familiar with Discoverer, Google Analytics or GA360 is an asset.
• Demonstrated ability to prioritize work, manage multiple projects with strong problem-solving skills and a focus on achieving results.
• Ability to work additional hours as required to fulfill the responsibilities of the position.

• Competitive Salary.
• Annual Incentive/Bonus Program.
• Comprehensive Benefits Program including:
  • Health, Dental, Vision, Paramedical, Disability Coverage, Out of Country Travel Insurance, Life Insurance, Employee Family Assistance Program.
• Defined Contribution Pension Plan with Company Match, and choice of contribution level.
• Group RRSP.
• Discount from our corporate retail stores.
• WorkPerks© by Venngo discounts.
• Home & Auto Insurance discounts.
• 3-weeks’ vacation to start.
• Personal and sick time.