Supervisor, Customer Service Representative

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?

Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.

Primary Responsibilities:

• Consult with and provide seamless backup to more senior Customer Service Representatives
• Develop and maintain working knowledge of customer needs/issues and industry trends
• Provide customer support regarding products, services, policies and resolve complaints with minimal management assistance
• Participate on project teams, driving integrated services and case management
• Effectively communicate with internal and external customers
• Demonstrated ability to upsell the customer to purchase more expensive items, upgrades or other add-ons in an attempt to make a more profitable sale
• Demonstrate functional responsibilities of products, services, fittings, EPOS, MMS, cycle counts, incoming orders, sales paperwork, cash control, government or funding programs, stocking and facing shelves as well as booking appointments
• Articulate company rewards (PC Optimum) and any promotional events

Skills, Knowledge & Education:
Skills:

• Possesses excellent verbal and written communication skills as well as strong telephone manner
• Basic Knowledge in PC skills (Excel, PowerPoint, Word, Web-interface)
• Demonstrates CORE Values and has the ability to make connections, build trust and be authentic
• Possesses well developed Customer Service Representative skills and depth of capability in several areas based on each stores’ needs

Education & Job Knowledge:

• Incontinence
• Health & Safety Certification
• Compression (Sigvaris) Training – offsite
• Mobility
• Understanding of MMS functions
• Sleep
• Supports & Braces
• First Aid Training – offsite and if applicable
• CPAP/Respiratory (depending on location)
• Basic knowledge in all categories and vendor training in:
• Holds a High School Diploma
• Basic knowledge in Customer Relations Management program
• Customer Excellence
• Daily Living Supplies
• AODA
• Diagnostic & Therapy

Experience:

• 0 – 2 relevant experience (retail preferred)

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:
Full time
Type of Role:
Regular
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.