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Customer Service Coordinator - 6 Months Contract - Jobs in Toronto, Ontario

Indigo Books Music
Job LocationToronto, Ontario
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull time

Job Description

Job DescriptionMISSIONThe 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 ACCOUNTABILITIESFunctional
  • 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 Indigo’s 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
SCOPEReports to:Manager, Customer ServiceManager once Removed (MOR): VP, Customer Experienceamp; eCommerceKEY RELATIONSHIPSInternal:
  • Marketingamp; Online
  • Consumer Experience
  • Human Resources
  • Supply Chain
  • Creative
  • Print
  • Finance
  • Information Technology
External:
  • Suppliers
  • Vendors
  • Relevant government agencies

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