Customer Service Coordinator - 6 Month Contract - West

Position Overview:
The Supply Chain Customer Service Coordinator is responsible for driving customer
satisfaction. The individual is tasked with investigating and resolving complex purchase
order status cases, coordinating escalation resolution as it relates to customer orders,
appointing THD deliveries into stores and communicating plans directly with supply chain
teams. The associate is responsible for finding ways to enhance operational effectiveness
by coordinating efforts in conjunction with other internal business partners who share the
same resources. They provide customer service leadership as well as act as the final
escalation point for all supply chain customer service issues.

Key Responsibilities:
• Provide excellent customer service via active listening and professional
communication and identifying root causes of issues with a focus on making
customers happy and minimizing recurrence.
• Work directly with Supply Chain, store and vendor teams to address customer order
management inquiries.
• Subject matter expert for issue resolution
• Act as final escalation point for complex or urgent customer service-related issues.
• Identify patterns and trends relating to purchase order / delivery issues and raise
these to the Supply Chain Operations team for further investigation.
• Make recommendations to enhance the customer experience and improve metrics.
• Support process improvement initiatives by summarizing common themes identified
via call, email and Supply Chain teams.
• Support expedites and communications during peak operations and crisis situations
• Ability to resolve conflict rationally and effectively turning unsatisfied customers into
• Supply Chain supporters.
• Ability to respond positively and decisively to adverse situations, complicated issues,
• and/or irate customers.
• Always employ a customer’s FIRST approach to resolving complex customer service
• issues
• Ability to execute on high level strategy.

Competencies:
• Collaborates
• Action oriented
• Drives results
• Plans and Aligns

Skills:
• Organization skills
• Problem solving and critical thinking skills
• Keen analytical skills, reporting development and trend analysis.
• Exceptional organizational and follow-up skills are essential.
• Strong communication skills and networking abilities to deal with internal and external stakeholders
• Manage impasse with calm, patience, and respect
Direct Manager/Direct Reports:
• Reports to Manager, Supply Chain Customer Service

Travel Requirements:
• Limited

Physical Requirements:
• Extended sitting
• Repetitive tasks

Hybrid Work:
• N/A

Working Conditions:
• Working in an office setting: computer work, camera on virtual meetings, taking support calls

Minimum Education:
• bachelor's degree/college diploma program or equivalent program in supply chain /
logistics.
Minimum Years of Work Experience:
• 3-5 years front line customer service required
• Must meet minimum time in position requirements and Performance Management
code of "M+”

Minimum Leadership Experience:
• Bilingual in French and English is an asset

Certifications:
• None

Other Requirements/Assets:
• Store experience a definite asset.