Position Summary:
Retail Service Representative supports the Promotions Fulfilment and Retail Service businesses. The candidate must exhibit the ability to multi-task in a fast-paced environment using various systems and applications and handle high volume external and internal requests and inquiries via email and phone. Excellent attention to details and superior communications skills are required. This candidate will be required to develop an in-depth knowledge of the internal and external facing systems and websites.
Locations: Toronto or Saint John, NB
Hybrid Role- 3 days in office/2 days remote
Primary Accountabilities:
Major Responsibilities/Essential Functions
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Performing detailed, routine clerical work of an analytical and customer service nature
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Handling internal and external requests and inquiries and resolving escalations via email, phone/conference calls, and meetings in a timely manner
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Communicating effectively and accurately with Clients, Customers (wholesaler, retailer and consumers).
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Setting up New Accounts and Re-Verification of existing Accounts
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Developing an in-depth knowledge and understanding of Inmar’s Services & Systems to perform tasks
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Cross Collaboration with other departments, not limited to, Operations, Shipping, IT, Finance, & Sales, supporting the different business units
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Creating and updating user accesses/accounts and sending out documentations and/or labels, if applicable
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Maintaining up-to-date client contacts and profiles
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Creating, uploading, updating system information & logs (various systems & applications)
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Keeping current with all new accounts
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Updating standard operating procedures (SOPs) and work instructions for daily activities
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User Acceptance Testing (UAT) & documenting for any debugging/enhancements for day-to-day activities & tools
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Evaluating & proposing efficiencies for daily tasks
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File maintenance and accurate data entry
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Performing translations requests (for Bilingual reps)
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Assisting with special projects
Required Qualification:
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English and French verbal and written
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Post Secondary Education (College or University)
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Positive, energetic person with experience working in the Customer Service or administration industry would be an asset
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Intermediate level proficiency using computer systems (G suite, Excel, and Word)
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Perform detailed alpha/numeric data entry rapidly and accurately. Minimum 40 WPM.
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Excellent communication skills (Verbal and written)
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Professionally handles difficult situations in a manner that maintains good business relations
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Comfortable working in a group environment and independently under consistent deadline pressure
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Exceptional organizational and analytical skills to ensure timely completion of all projects
Individual Competencies:
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Teamwork: Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually-beneficial partnerships, leverage information and achieve results.
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Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.
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Integrity: Gains the trust of others by taking responsibility for own actions and telling the truth.
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Self-Awareness: Possesses an honest understanding of own values, desires, thought patterns, motivations, goals and ambitions, emotional responses, strengths and weaknesses, and effect on others.
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Adaptable: Responds to change with a willingness to learn new ways to accomplish work objectives with a positive attitudes.
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Accountability: Sets clear goals, objectives, expectations, and responsibilities and monitors the process, progress and results to hold self and others accountable for measurable actions and results.
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Business Acumen: Understands and is aware of how to think about and successfully make the right decisions through utilization of industry-specific knowledge and skills and strategic thinking tools and skills.
The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
While performing the duties of this job, the associate is:
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Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.
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Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.
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Occasionally required to stand, kneel or stoop, and lift and/or move up to 5 pounds.
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Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.
Occasionally: Job requires this activity up to 33% of the time
Frequently: Job requires this activity between 33% - 66% of the time
Regularly: Job requires this activity more than 66% of the time
Safety:
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Support a safe work environment by following safety rules and regulations and reporting all safety hazards.
As an Inmar Associate, you:
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Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.
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Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.
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Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information and achieve results.
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Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.
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Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.
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