Store Support Representative (12 months contract)

Sobeys; Mississauga; On-site; CAD 38,000 - 52,000; Full time

Job summary

Sobeys Corporate Office in Mississauga is seeking a Store Support Representative to help ensure outstanding service for our stores and wholesale customers. You will handle inquiries across channels, triage issues, and contribute to maintaining our stores-first approach to quality and service.

Reporting to the Supervisor, Store Support, you will collaborate with cross-functional teams, document interactions in Salesforce, and help meet KPIs for response times, resolution rates, and customer

Qualifications

• Fluent in English; French is an asset.
• Experience in multi-channel customer support.
• Familiar with Salesforce Service Cloud and CRM systems.
• Ability to work with cross-provincial teams.
• Strong communication and problem-solving skills.

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 calls, and direct emails, prioritizing them per guidelines.
• Triage inquiries and collaborate with cross-functional teams to resolve issues promptly and effectively.
• Meet or exceed KPIs for response times, resolution rates, and customer satisfaction.
• Accurately categorize, rate, and document inquiry types across all channels while updating cases during resolution.
• Assign cases to the appropriate area of responsibility, ensuring proper follow-through and closure.
• Maintain a professional, empathetic communication style with stores, reflecting a stores-first attitude.
• Keep supervisor informed of escalation situations and trends observed via phone, email, or ticketing systems.
• Develop strong working relationships with stores and other departments within the company.

Skills

Customer service

Multi-channel support

Salesforce Service Cloud

SAP

Bilingual EN/FR

Tools

Salesforce Service Cloud

SAP ERP

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 Office in Mississauga. 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.
• Bilingual in English and French would be a great asset (the candidate will be expected to work collaboratively with peers in other provinces to develop procedures and processes to be implemented nationally. She will also have to interact regularly with her peers in other provinces, as well as provide support to Sobeys employees across Canada.)