Job Description

Kent is the largest retail building supply chain in Atlantic Canada. Our mission is to be the best source of home improvement products through superior service, quality products and everyday great prices. We protect our customers and staff by hiring and training associates committed to our safety values.

We are seeking qualified candidates for the e-Commerce Customer Service Lead position. Our company specializes in the building supplies industry and services both in the professional contractor and do-it-yourself customers. With over 3700 employees and operations across Atlantic Canada, we are a premier employer in the region with a parent corporation of over 15,000 people.

The successful candidate be responsible leading the eCommerce Customer Service Team, handling calls and online chats from our customers. They will also help associates at our stores and shipping facility with processing online orders. The work environment combines a call center and order processing, working with a small and close-knit team.

This position offers a great schedule with working hours matching that of the Kent Building Supplies stores, those with previous call center experience will enjoy the great work/ life balance our schedule offers.

Work location: Saint John, NB

\xc2\xb7 Assist associates in the delivery excellent customer service for Kent.ca online customers

• Use critical thinking to provide solutions for conflict & dispute

\xc2\xb7 Ensure Service Level Agreements (SLA\xe2\x80\x99s) are met for all eCommerce Customer Service Functions

\xc2\xb7 Use available data tools to assess the performance of the eCommerce Customer Service Team

\xc2\xb7 Provide gap analysis for associate training and development

\xc2\xb7 Liaison between Store Operations and eCommerce

• Updating & Creating policy and procedures for eCommerce Operations as it relates to eCommerce Customer Service
• Managing the eCommerce Customer Service Associates schedules and resources
• Contribute to a safe and respectful work environment

Skills and Qualifications:

\xc2\xb7 Supervisory Experience, 3 to 5 years, in a Call Center environment, providing leadership to team of 7-20 associates. Retail experience would be considered an asset.

\xc2\xb7 Highly Organized & able to switch between multiple tasks and priorities within a daily / weekly routine

\xc2\xb7 Self-Motivated with a positive attitude, demonstrating a bias toward solutions & action

\xc2\xb7 Experienced in CRM & Data feedback tools to provide accurate SLA reporting

\xc2\xb7 Ability to Asses performance and use coaching tools to provide training and development plans at team and individual levels.

\xc2\xb7 Competent in Microsoft products. Primarily Excel / Teams / Word / PPT

\xc2\xb7 Effective Communication Skills, interacting customers, 3rd party Service providers and at all levels within Kent.ca

\xc2\xb7 Bilingual (English / French will be considered an asset)

If you enjoy working in a creative, fast-paced environment, then Kent.ca eCommerce is the place for you!

We thank all candidates for their interest, however, only those selected for interviews will be contacted.

Kent Building Supplies is committed to the principle of equal opportunity in its employment practices and to providing an environment free from discrimination

If you enjoy working in a creative, fast-paced environment, then Kent eCommerce is the place for you!

To Apply for this Career Opportunity: Please apply online.

We appreciate your interest in our company! Only those candidates selected for an interview will be contacted.

Additional Information

• Posting Date: Jul 17, 2023

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Disclaimer

Please be cautious of false employment offers from individuals or organizations posing as J.D. Irving, Limited.

J.D. Irving, Limited would never request money from job seekers, nor request personal information beyond what is required for a resume. We routinely report suspicious activities and accounts and we ask anyone who has received messages from a fraudulent account to do the same. If you have questions about the validity of an offer, please contact .

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\xc2\xa9 J.D. Irving, Limited. All rights reserved. \xe2\x84\xa2 is a trademark of Irving Licensing Inc., used under licence.

An outstanding team dedicated to providing the best in products and service.

J.D. Irving