Store Support Representative

Sobeys; Mississauga; Hybrid; CAD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive salary

Flexible health and dental benefits

Ongoing training & development

Job summary

Sobeys is hiring a Store Support Representative to handle inquiries from Sobeys stores and wholesale customers. This role reports to the Supervisor, Store Support and supports our stores-first commitment in Canada.

The position involves hybrid work from Mississauga, ON or Stellarton, NS, and requires strong bilingual communication and customer service skills across channels. Responsibilities include triaging inquiries, partnering with cross-functional teams, and maintaining professional,

Qualifications

• Proven customer service experience in a fast-paced environment.
• Strong communication skills, both verbal and written.
• Ability to manage inquiries from multiple channels (phone, email, tickets).
• Bilingual (English and French) with collaboration across provinces.

Responsibilities

• Receive and manage store inquiries via phone, email, and ticketing systems.
• Triage and escalate issues with cross-functional teams to resolve promptly.
• Maintain accurate case documentation and timely updates until closure.
• Aim to meet or exceed response times, resolution rates, and CSAT targets.

Skills

Customer service

Communication

Multichannel support

Bilingual English/French

Salesforce Service Cloud

SAP

Tools

Salesforce Service Cloud

SAP

Job description

Are you passionate about providing exceptional customer service to our stores and customers? Do you thrive in a fast-paced environment? We are currently seeking a dedicated Store Support Representative to join our team at the Sobeys Corporate Offices either in Mississauga, ON or Stellarton, NS. Reporting to the Supervisor, Store Support, you will be responsible for handling feedback from our stores and wholesale customers, ensuring their satisfaction and maintaining our "stores first" commitment to quality products and customer service.

Store Support operates seven (7) days per week.

Responsibilities:

• Support a culture of inclusion for our stores and customers.
• Receive and manage incoming store inquiries across multiple channels—including Salesforce Service Cloud, inbound telephone calls, and direct emails - prioritizing them based on established guidelines.
• Triage inquiries and collaborate with cross-functional teams to resolve issues promptly and effectively.
• Meet or exceed established key performance metrics (such as response times, resolution rates, and customer satisfaction scores).
• Accurately categorize, rate, and document inquiry types across all communication channels while updating cases throughout the resolution process.
• Assign cases to the appropriate area of responsibility, ensuring proper follow-through and closure.
• Maintain a professional, empathetic communication style (both verbal and written) when engaging with stores, reflecting a "stores first" attitude.
• Keep the supervisor informed of potential escalation situations and emerging trends observed via phone, email, or ticketing systems.
• Develop strong working relationships with stores and other departments within the company.

Requirements:

• Excellent interpersonal and communication skills, with professional fluency in both verbal (telephone) and written (email/ticketing) communication.
• Proven customer service support skills, ideally with related experience in a multi-channel support environment (phones, email, and CRM).
• Strong organization and problem-solving skills with the ability to multi-task in a fast-paced setting.
• Proven time management skills, ability to work to deadlines with strong attention to detail.
• Ability to communicate effectively with employees at all levels of the organization.
• Demonstrated ability to build strong working relationships with stores and other areas of responsibility within the company.
• General knowledge of Salesforce Service Cloud, familiarity with support center processes, and hands-on experience with modern telephone/ACD systems.
• Working knowledge of SAP.
• Bilingualism in English and French is required. (The candidate will be expected to work collaboratively with peers in other provinces to develop procedures and processes to be implemented nationally. As well as to interact regularly with her peers in other provinces, and provide support to Sobeys employees across Canada.)

This is an outstanding opportunity to join a leading Canadian company with a clear vision and focus.

#LI-Hybrid

Sobeys offers our employees many valuable benefits such as:

• Growing organization
• Competitive salary
• Flexible health and dental benefits plan (eligible employees)
• Ongoing Training & DevelopmentOpportunity for internal mobility to other departments and/or promotions (for employees who are strong performers)