Senior Manager, Supply Chain Replenishment 1 Year Contract

Location:

At Shoppers Drug Mart were innovating health and wellness in Canada. From prescriptions to walk-in clinics and a beloved loyalty program were caring and supporting our customers in new ways every day.
With more than 1300 locally owned and operated stores from coast to coast the Shoppers Drug Mart network is more than a great place to shop its a great place to work. Were committed to building our talented team who champion collaboration kindness and inclusivity. Join our team and help recognize a healthy future for your career and for all Canadians.

Why this role is important

Senior Manager MCC Supply Chain Support

The Senior Manager Supply Chain MCC Store Support is responsible to lead and manage the Marketing Call Centre Specialists and Reps to ensure telephone Service Now and email inquiries from stores regarding all Supply Chain Promotional Operational and maintenance issues are responded to in a prompt and effective manner to achieve a high level of customer satisfaction too over 2000 stores

What You Will Do:

• Lead coach and develop the team Marketing Call Specialist and Representatives workloads and scheduling; provides staff supervision to ensure high level of Customer Service is provided to stores in an accurate efficient manner that complies with policies procedures and standards and best practices.

• Lead coach and develop a high-performing team managing performance and succession planning.

• Support team development by creating training materials conducting system testing performing Quality Assurance reviews and providing coaching.

• Analyzes & tracks processes and ensures a high level of knowledge and adherence to the Call Centre Key Performance Indicators (KPIs) including but not limited to Average Talk Time (ATT) Average Handle Time (AHT) and Average Speed of Answer (ASA) is maintained.

• Provide regular team updates and scorecard metrics to Director Supply Chain & Logistics and assists in assessing the impact of store related issues concerns

• Manages Escalations through from Stores and Various business stakeholders

• Liaises with internal departments to ensure call and email issues are resolved and ensure service level agreements are maintained.

• Attend weekly meetings with SDM Operations Merchandising Pharmacy Teams & DC/Transportation

• Liaise effectively with internal departments to ensure timely resolution of store inquiries and maintain service level agreements - address urgent matters regarding Store incidents and data integrity

• Initiates and coordinates with IT in the development of new reports and system enhancements and/or upgrades

• Maintain expertise in current marketing programs distribution processes and other customer service initiatives to provide accurate responses - Distribution Centre/Transportation issues and other Shoppers Drug Mart/Pharmaprix initiatives to provide accurate responses to concerns or issues.

• Onboarding and off boarding tasks as required

• Requires flexibility for rotational weekend shifts and supporting 24/7 operations.

What You Will Bring

• Post-secondary degree in Supply Chain Business or a related quantitative discipline.

• 3-5 years of demonstrated experience in a customer service or call center environment preferably supporting retail operations.

• Proven ability to lead develop and train teams.

• Strong analytical skills to translate data into actionable insights.

• Strong process development and change management skills required for the growth of fast-paced results-driven environment

• Provide daily Coaching and Mentoring to team members

• Exceptional communication facilitation and negotiation skills across all organizational levels.

• Ability to prioritize and manage workflows in a fast-paced exception-driven environment.

• Excellent understanding of retail business and advanced knowledge of supply chain management systems (SAP Genesys Service Now Internal SDM systems and WMS) and best practices.

• Proficiency in Microsoft Office Suite (Excel PowerPoint).

• Proactive forward-thinking mindset for continuous improvement capable of working autonomously and collaboratively.

Why work at Shoppers Drug Mart

Acting as consultants supporting internal customers and the Associate-Owners you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program competitive pay and online learning through Academy.

Take ownership of your work and find more ways to care about your work co-workers customers and community.

How Youll Succeed:

At Shoppers Drug Mart Inc. we seek great people to continually strengthen our culture. We believe great people model our values are authentic build trust and make connections.

If that sounds like you and you are open-minded responsive to change and up to the challenges provided in a fast-paced retail environment apply today.

Employment Type:

Type of Role:

Shoppers Drug Mart Inc. recognizes Canadas diversity as a source of national pride and strength. We have made it a priority to reflect our nations evolving diversity in the products we sell the people we hire and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday apply to this job via the Workday application.

#EN