Customer Experience Lead - Jobs in Niagara-on-the-Lake, ON

Job Description

JOIN OUR MB COUNTRY LIVING TEAM!Where we feed the things you loveAre you a dedicated, customer-focused individual Are you always on the move from the moment you clock in for the day until you head home for the night If your answer was “yes”, then you belong with us!MB Country Living is looking for a Customer Experience Lead for our Niagara-on-the-Lake location. You will be responsible for ensuring every customer receives a best in class experience when they visit in store, as well as through the phone and online. Our MB Customer Service Standard is the Living Room Concept : we believe that each customer who walks through the door should be hosted on our sales floor and made to feel as comfortable as they would visiting the home of a friend. The successful candidate takes pride in the quality of their work, approaches tasking with urgent, yet positive energy, and shares our commitment to excellence in customer service and personal accountability. You are a people-oriented, attentive to detail and love to spend your day performing highly physical tasking.Why Join Our Team-Limited opening hours leave time for family – our stores close at 6pm Monday-Friday, 5pm Saturday, and are typically closed on Sundays-You love animals – spend your days helping improve the quality of life for livestock & pets-Avoid the highway – enjoy a scenic commute in to work! A glance out the window onto open fields or green spaces can help lower stress-Be part of a growing organization – our company culture combines progressive-mindedness with a simple lifestyle; experience dynamic growth balanced with the relaxation of operating in the beauty of the countryside-Casual dress code – jeans and steel toe boots or shoes are all you need, we provide the rest-Build a connection with the community – it’s easy to make friends when everyone is so friendly!You Are: -A people person – you love to spend your day meeting and building relationships with people, increasing customer satisfaction and loyalty by meeting their needs with a caring, communicative approach.-Organized – able to track and follow up on customer requests for standing or special orders, communicating information between departments and store staff as well as providing the customer with details and updates as you receive new information.-A lover of physical work– not only capable of lifting and moving 55lbs all day long, but you enjoy it!-Willing to learn something new every day – whether that be customers names and needs, or updating your processes or product information.-Straight shooter – able to communicate in a clear, open-minded manner with customers and teammates.-A problem solver – thinking critically and creatively, using logic to find the best solution in unusual or unexpected situations.Responsibilities include but are not limited to: Customer Service-Greet each customer promptly and with courtesy – hosting them primarily on the sales floor, at cash point, over the phone, or via e-mail, but also at the loading dock as required-Provide best in class customer service according to MB standards – listening actively and communicating in a straightforward manner to build rapport with each guest, learn their names as well as those of their family & pets, and consistently exceed their expectations through excellence in service and follow up- Utilize high level conflict resolution skills to Identify, address, and resolve any and all customer concerns-Offer high level quality of presentation through maintaining MB standards of cleanliness on the sales floor and in the warehouse - both physically and through preserving MB visual merchandising standards.-Conclude each customer transaction by providing a carry out of merchandise from the cashpoint or a load up at the loading dock as per MB customer service standard “We Load it For You”: this includes skid sales of 40 bags (55lbs each) of livestock feed that will need to be hand loaded, bag by bag.-Able to listen actively and communicate in a straightforward manner with customers and teammatesJob Knowledge-Work in conjunction with the Store Manager to ensure every member of staff is fully trained on and consistently providing each customer with the Living Room Concept standard of customer service-Actively work with product - able to lift and carry 55lbs without restriction, maximize selling opportunities through ordering, stocking, replenishing, rotating, cleaning, assembling, displaying (including price labelling) and merchandising as per MB guidelines-Support the Warehouse Lead to accomplish smooth delivery of products to customers: learning who the stores major delivery customers are and building relationships with them to improve their experience whenever possible. This may include business development visits or phone calls.-Lead the special order process, ensuring no customer request is lost-Execute reductions, price changes, cycle counts, expiry audits, and all other MB routines and processes including administrative/management duties as directed-Ensure established policies and procedures are followed to minimize safety concerns and product loss due to inventory shrink, theft, expiry, etc.-Responsible for leading the e-commerce process, ensuring fulfillment runs smoothly and any necessary customer or company follow up is completed in good time (providing feedback and communicating concerns for the ease of use and enhancement of the MB e-commerce experience)General Requirements-Retail experience in a customer focused environment is a must-Responsible for earning CPR/First Aid certification-May be asked to earn forklift certification-Ability to work a flexible schedule - must work 50% of Saturdays in a year (priority on April-May spring rush)- A clean driver’s abstract is required – may be requested to provide temporary support to different locations, for projects or the continued development of the company and individualMB Country Living is a thriving, family-owned retail organization, serving communities across Southern Ontario for the past 50+ years by providing a variety of products for agriculture, pets, hobby farms, and outdoor living to suit any budget. Our service sets us apart: our staff are friendly and knowledgeable, always willing to go the extra mile and build relationships to ensure each guest feels as comfortable visiting us as they would be in the home of an old friend.Our customers appreciate local food production, animal care, the outdoors, and their communities - and we take great pride in our role supporting them.We thank all applicants for their interest, however, only those candidates selected for an interview will be contacted. MB Country Living will provide any reasonable accommodation required throughout the recruitment and selection process to ensure fair and equitable access throughout.Job Types: Full-time, PermanentBenefits:

• Casual dress
• Dental care
• Disability insurance
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off
• Store discount
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

COVID-19 considerations:-Physical distancing is enforced-Thorough sanitizing routines in place-Passive COVID screening for staff and customers completed-Masks optional-Curbside pickup availableApplication question(s):

• What do you enjoy most about providing customer service
• Are you able to reliably commute to Fonthill, ON for training

Work Location: One locationQuick Apply

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