Customer Service Coordinator - 6 Months Contract
Customer Service Coordinator - 6 Months Contract
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
MISSION
The Coordinator Customer Service achieves customer satisfaction by sending required Customer Service updates to customers leveraging data and analytics to identify and action opportunities and performing core administrative functions for the Customer Service team. This role supports a customer-centric culture by driving continuous improvement across the Customer Service function.
KEY PERFORMANCE METRICS
- Customer satisfaction as evidenced by relevant stakeholder feedback
- Accuracy and effectiveness of reports
KEY ACCOUNTABILITIES
Functional
- Provide relevant reports to business partners on customer service trends and issues as needed
- Extract and process data to build mailing lists and send communications to customers
- Analyze customer order data to identify issues and ensure corrective steps are taken
- Perform core administrative functions including maintaining records and utilize analytics to support the Customer Service team providing insights and recommendations based on data
- Contribute as needed to ongoing projects and initiatives to drive the evolution of our customer service processes
- Challenge the status quo by consistently identifying areas for improvement diagnosing issues and working to resolve them
People
- Collaborate with others to drive flexible and iterative solutions quickly and easily
- Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
- Help others see the impacts of their efforts and proactively engage other functions to get input
- Encourage others to freely share their point of view and be open to feedback
Cultural
- Model Indigos beliefs and convey a positive image in everything you do
- Celebrate diversity of thought and have an open mindset
- Take an active role in fostering a culture of continual learning taking risks without the fear of making mistakes
- Embrace champion and influence change through your team and/or the organization
SCOPE
Reports to: Manager Customer Service
Manager once Removed (MOR): VP Customer Experience & eCommerce
KEY RELATIONSHIPS
Internal:
- Marketing & Online
- Consumer Experience
- Human Resources
- Supply Chain
- Creative
- Finance
- Information Technology
External:
- Suppliers
- Vendors
- Relevant government agencies
Qualifications :
Work Experience / Education / Certifications
- Contact center or store operations experience or equivalent
- Post-secondary certificate/degree or equivalent job experience.
Competencies / Skills / Attributes
- Strong proficiency in technical writing and data analytics
- Demonstrated experience in data analysis and reporting with advanced skills in Excel (including lookup functions PivotTables and data consolidation from multiple sources)
- Familiarity with SAP and SQL is an asset
- Solid project management skills
- Understanding of and comfort with Indigos brand and customer experience
- Flexibility to work a rotating schedule including evenings and weekends as required
Additional Information :
At Indigo we are committed to our communities our customers and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer which highly values your diverse backgrounds experiences and perspectives. We believe that you in all your uniqueness belong at Indigo. We welcome all applicants and encourage applications from individuals who identify as Black Indigenous a person of colour LGBTQ2 and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at if you require an accommodation at any time during the recruitment process.
WELCOME HOME
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
