MISSION

The 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 ACCOUNTABILITIES

Functional

• 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

SCOPE

Reports to: Manager, Customer Service

Manager once Removed (MOR): VP, Customer Experience & eCommerce

KEY RELATIONSHIPS

Internal:

• Marketing & Online
• Consumer Experience
• Human Resources
• Supply Chain
• Creative
• Print
• Finance
• Information Technology

External:

• Suppliers
• Vendors
• Relevant government agencies

Work Experience / Education / Certifications

• Contact center or store operations experience or equivalent
• Post-secondary certificate/degree or equivalent job experience.

Competencies / Skills / Attributes

• Strong proficiency in technical writing and data analytics
• Demonstrated experience in data analysis and reporting, with advanced skills in Excel (including lookup functions, PivotTables, and data consolidation from multiple sources)
• Familiarity with SAP and SQL is an asset
• Solid project management skills
• Understanding of and comfort with Indigo's brand and customer experience
• Flexibility to work a rotating schedule, including evenings and weekends as required

At Indigo, we are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer, which highly values your diverse backgrounds, experiences, and perspectives. We believe that you, in all your uniqueness, belong at Indigo. We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at [email protected] if you require an accommodation at any time during the recruitment process.

WELCOME HOME

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

WHO WE ARE

• We love books and all things beautiful
• We are Canada's Cultural Department Store
• Books are our heart and our soul and Great Books are JUST the Beginning…

We play by the following rules:

• We exist to add joy to our customers' lives each and every time they interact with us and our products
• Our job is to create joyful moments for our customers
• We treat each other the way we'd treat a valued friend
• We inspire each other to do our best work
• We seek to ignite creativity and innovation every day
• We give back to the communities in which we operate