Store Support Specialist — Customer Care Champion

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

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