Customer Service Coordinator Job in Richmond V7A5J5, British Columbia Canada

Customer Service Coordinator

The primary role of the Customer Service Coordinator is to add value to the customer experience through advanced product education for both associates and customers.

Essential Duties
Customer Service - Building Customers for Life
• Offers customers a friendly, welcoming experience
• Demonstrates a genuine enthusiasm to help
• Aware of customer cues
• Facilitates ease and speed of purchase by:
• efficient processing of sales, returns and exchanges using correct policy and procedures
• effectively utilizing point of sale functions, including cash, credit, and debit transactions
• business to business (Imagewear) voucher processing
• maintaining fitting room standards
• assisting Merchandise team with maintaining presentation standards including re-folding, re-stacking, re-hanging and re-sizing
• maintaining price and SKU integrity
• Provides relevant, value added customer service to customers by:
• asking questions, determining relevance and then informing, and educating with relevant product information, knowledge and solutions
• engaging and assisting business to business (Imagewear) customers
• handling inbound telephones using specific interaction guidelines
• handling customer inventory inquires
• executing and tracking of special events
• effective set up, execution, and tracking of product demonstrations
• Productively delivers ‘Clothes That Work’ service standards and leads by example
• Ensures that customers are greeted and served in a timely manner
• Effectively delivers ‘Clothes That Work’  service standards - thereby increasing number of sales on shift
• Assists in creating ‘Clothes That Work’ experience by effectively engaging customers to provide information about ‘Clothes That Work’ attributes and technologies
• Assists Assistant Store Operator (ASO) - Customer Service in execution of team action plan to address areas of strength and opportunity
• Communicates to Assistant Store Operator (ASO) - Merchandising when issues arise for in-stock availability
• Ensures standards of ‘Clothes That Work’ service models are met
• Portrays expertise in product knowledge and delivers training to all associates on product attributes and technologies
• Be flexible to carry out work assignments for merchandising and customer service as required

People Leadership
• Serves as shift leader when required, responsible for productive performance through real-time task assignments, and direct supervision
• Performs as a positive team member and serves as a role model of productive performance at all times
• Demonstrates product knowledge and leads by example at all times
• Knows productivity goals and how to achieve them; drives goal achievement through real-time shift leadership decision as needed
• Drives productivity by role modeling customer service behaviours and demonstrating acquired knowledge
• Uses knowledge of traffic patterns and merchandising needs to re-allocate resources by shifting merchandise and engagement associates when appropriate
• Supports the achievement of  sales plans for all product categories through effective customer service and training
• Trains all Customer Service associates in product knowledge and ‘Clothes That Work’ attributes and their benefits
• Provides on-going product knowledge updates for all associates
• Drives shift productivity through on the job coaching to inform and educate to standards
• Assists Assistant Store Operator (ASO) -  Customer Service in training associates on:
• hospitality and creating a genuine desire to help
• facilitating ease and speed of customer purchase
• providing relevant, value-added engagement
• Accepts and seeks feedback on performance as a shift leader  and is a vocal advocate for continuous improvement
• Continually self-educates on products, services, policies, procedures, and  skills

Loss Prevention
• Supports any loss prevention initiatives

Health and Safety Management - Mark's Work Wearhouse is committed to the protection of its most valuable asset, our employees. It is our policy to enforce health and safety standards such that everyone at Mark’s Work Wearhouse goes home safe and sound everyday:
• Follows and models safe work practices, including WHIMIS, safe lifting, cutting ladder use, fire safety, personal protection equipment and housekeeping and storage
• Supports and follows all Security and Health and Safety policies and procedures by assisting in training associates and leading by example

Administrative Oversight
• Effectively uses operating systems, including point of sale, inventory management systems, and Lotus Notes
• Compliance to policies and procedures
• As Shift Leader, manages store opening procedures, including floats, safe count, petty cash, open registers and doors
• As Shift Leader, manages store closing procedures, including closing registers, count, balance and enter tender, deposit, alarm and lock up

Housekeeping Standards
• Maintains housekeeping, including janitorial (employee and customer washrooms, employee areas, break room, etc.)
• Participates in delivering housekeeping, store recovery and store maintenance standards

Skills/Qualifications
Education:
• Minimum High School Diploma required

Skills:
• Supervisory skills, including real-time task direction, resource allocation, and follow up
• People skills, including leading, motivating, communicating, coaching/feedback, performance management, and succession planning
• Retail business operating and administrative systems, including point of sale, inventory management system, and  Lotus Notes

Experience: 
• Minimum 1 to 2 years hands on experience in a customer service environment, providing knowledge and relevant information to both customers and employees.

Physical Demands and Working Conditions:
• Ability to stand/walk for 8 hours
• Ability to lift 25 lbs unassisted and carry as required
• Ability to lift and turn repeatedly throughout the shift
• Ability to lift above shoulder and from floor to shoulder and floor to waist
• Ability to twist, turn, reach and work above shoulder level
• Safe ladder use for shelving retrieving stock, floor displays and signage

Click Here To Apply
https://marks.hua.hrsmart.com/pm_module/cgi-bin/click.cgi?job_id=2184site_id=119