Job Description

In your role as Customer Service Representative, Logistics at The North West Company (NWC), you will provide tier one StoreConnect support and provide backup support for the Montreal Customer Service Coordinator, Logistics.

Joining NWC gives you the opportunity for growth and development throughout the company, a competitive salary and benefits package, and to be part of a dynamic and diverse culture.

NWC is a leading retailer to under-served rural communities and urban neighborhood markets in the following regions: Northern Canada, Western Canada, rural Alaska, the South Pacific islands, and the Caribbean. Our stores offer a broad range of products and services with an emphasis on food. Our value offer is to be the best local shopping choice for everyday household and local lifestyle needs. Check out northwest.ca for more information.

Your Role:

• Ensure all StoreConnect tickets are resolved within SLA;
• Ensure that all claims are resolved within SLA;
• Immediately escalate any non-payment of claims to the Director, Logistics;
• Provide on-call support on a rotating basis and;
• Provide support for Montreal Customer Service Coordinator.

Desired Skills & Experience:

• Proven organizational, planning and prioritizing skills with the ability to manage multiple tasks and assignments;
• Effective interpersonal and leadership skills are essential;
• Proficiency with Microsoft Office including Excel and Word;
• Must have strong verbal and written communication skills with a demonstrated ability to interact with all levels of internal and external customers;
• Bilingual in French and English is considered an asset;
• Role requires a high degree of curiosity, discovery, and willingness to work through complex scenarios with multiple technical systems;
• Previous experience working with the Oracle Transportation Management System would be considered an asset;
• Experience in cargo operations would be considered an asset;
• An understanding of TNWC transportation network and the variety of transportation modes used would be an asset and;
• Ability to travel up to 30 days per year.

Location: Manitoulin, 1890 des Sources Boulevard, Pointe Claire, Quebec, H9R 5B1

Reports To: Logistics, Customer Service Coordinator

We create a collaborative and constructive culture by:

• Being Enterprising \xe2\x80\xa2 Committing to our Customer \xe2\x80\xa2 Working with Passion \xe2\x80\xa2 Leading and Developing Others \xe2\x80\xa2 Demonstrating Respect and Inclusivity \xe2\x80\xa2 Building Trust

The North West Company is committed to inclusion and diversity and encourages applications from all candidates including but not limited to: all religions and ethnicities, LGBTQ2s+, BIPOC, and persons with disabilities.

A competitive salary is being offered along with opportunities to learn, develop and advance throughout the organization. We thank all applicants for their interest; however only those selected for an interview will be contacted.

For Internal Applicants Only:

Salary Grade:COC003

NOTE: If an existing employee is selected for a posted position they will be required to remain in that position a minimum of one year prior to applying for other posted positions unless authorized by their current supervisor. New employees to the Company must also remain in their position a minimum of one year prior to applying for posted positions unless authorized by their supervisor. This position adheres to the Corporate Job Posting Guidelines.


Dans votre r\xc3\xb4le de repr\xc3\xa9sentant du service \xc3\xa0 la client\xc3\xa8le, au service de logistique au sein de la Compagnie du Nord-Ouest (la CNO), vous fournirez un soutien de premier niveau StoreConnect et fournirez un soutien au coordonnateur du service \xc3\xa0 la client\xc3\xa8le de Montr\xc3\xa9al, en logistique.

Vous joindre \xc3\xa0 la CNO vous offre l\'opportunit\xc3\xa9 de vous d\xc3\xa9velopper dans l\xe2\x80\x99ensemble de l\'entreprise, un salaire et des avantages sociaux concurrentiels et de faire partie d\'une culture dynamique et diversifi\xc3\xa9e.

La CNO est un d\xc3\xa9taillant chef de file dans les collectivit\xc3\xa9s rurales isol\xc3\xa9es et les march\xc3\xa9s de quartiers urbains dans les r\xc3\xa9gions suivantes : Nord canadien, Ouest canadien, Alaska rural, \xc3\xaeles du Pacifique Sud et Cara\xc3\xafbes. Nos magasins offrent une vaste gamme de produits et de services en mettant l\'accent sur l\'alimentation. Notre offre de valeur est d\'\xc3\xaatre le meilleur choix de magasinage local pour les besoins quotidiens et pour le style de vie local. Pour plus amples renseignements, consultez northwest.ca.

Votre r\xc3\xb4le :

• Vous assurer que tous les appels StoreConnect sont r\xc3\xa9solus selon l\xe2\x80\x99entente de niveaux de service ;
• Veiller \xc3\xa0 ce que toutes les r\xc3\xa9clamations soient r\xc3\xa9solues selon l\xe2\x80\x99entente de niveaux de service ;
• Transmettre imm\xc3\xa9diatement tout non-paiement des r\xc3\xa9clamations au directeur de logistique ;
• Fournir un soutien sur appel sur une base rotative et ;
• Fournir un soutien au coordonnateur du service \xc3\xa0 la client\xc3\xa8le de Montr\xc3\xa9al.

Comp\xc3\xa9tences et exp\xc3\xa9rience souhait\xc3\xa9es :

• Comp\xc3\xa9tences \xc3\xa9prouv\xc3\xa9es en mati\xc3\xa8re d\'organisation, de planification et de priorisation tout en \xc3\xa9tant capable de g\xc3\xa9rer plusieurs t\xc3\xa2ches et affectations ;
• Comp\xc3\xa9tences interpersonnelles et de leadership efficaces sont essentielles ;
• Ma\xc3\xaetrise de Microsoft Office, y compris Excel et Word ;
• Solides comp\xc3\xa9tences en communication verbale et \xc3\xa9crite et \xc3\xaatre capable d\xe2\x80\x99interagir avec tous les niveaux de clients internes et externes ;
• Bilinguisme (fran\xc3\xa7ais et anglais) est un atout ;
• Degr\xc3\xa9 \xc3\xa9lev\xc3\xa9 de curiosit\xc3\xa9, de d\xc3\xa9couverte et de volont\xc3\xa9 \xc3\xa0 travailler \xc3\xa0 travers des sc\xc3\xa9narios complexes avec plusieurs syst\xc3\xa8mes techniques ;
• Exp\xc3\xa9rience ant\xc3\xa9rieure avec le syst\xc3\xa8me de gestion des transports Oracle serait un atout ;
• Une exp\xc3\xa9rience dans les op\xc3\xa9rations de fret serait consid\xc3\xa9r\xc3\xa9e comme un atout ;
• Compr\xc3\xa9hension du r\xc3\xa9seau de transport de la CNO et de tous les modes de transport utilis\xc3\xa9s est un atout et ;
• Capacit\xc3\xa9 \xc3\xa0 voyager jusqu\'\xc3\xa0 30 jours par an.

Lieu : Manitoulin, 1890, boulevard des Sources, Pointe Claire, Qu\xc3\xa9bec, H9R 5B1

Sous la direction du : service de Logistique, Coordonnateur du service \xc3\xa0 la client\xc3\xa8le