Location:

243 Consumers Road, Toronto, Ontario, M2J 4W8

At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day.
With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work.  We’re 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 (KPI’s) 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 You’ll 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:

Full time

Type of Role:

Temporary with Benefits (Fixed Term)

Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s 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.

Hiring Range / Échelle salariale à l’embauche :

$100,000.00 - $132,000.00 / 100.000,00$ - 132.000,00$ (per year / par an)

A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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