Gestionnaire, Service à la clientèle - Sports Experts
Laval, Quebec
3d ago

Help us boldly shape retail in Canada

Canadian Tire Corporation’s (CTC) rich heritage of serving Canadians from coast-to-coast dates back to 1922. Our vision is to become the #1 retail brand in Canada by 2022 and we are focused on innovating and making important investments in our business, especially when it comes to our people.

To reach our goal, we need the best talent to help us evolve and drive change across the business and boldly help shape Canada’s retail industry.

As we strive to be at the forefront of a complex and vastly changing retail industry, it is an exciting time to join the Canadian Tire family of companies.

Part of the Canadian Tire family is Sports Experts. Your Sports Experts! Built on more than 50 years tradition on customer focus, Sports Experts is headquartered in Laval, Quebec.

Sports Experts is proud to promote a wide selection of sports equipment, clothing and footwear of renowned and exclusive brands.

By joining Sports Experts in the role of Customer Service Manager you will appreciate to work with an experienced team that will welcome you.

We are the destination to Stay fit. Live well.

The Customer Service Manager will lead customer service representatives to coordinate and establish priorities related to the flow and resolution of customer enquiries both for an in-store and online environment.

What you'll do

  • Supervise and coach the Customer Service Representatives as they provide support in customer service to our franchise store managers / owners
  • Complete performance management for CSR’s and ensure they are trained properly to handle customer service issues
  • Direct and manage, with the CSR team, the high volume of inbound calls, emails, and online ecommerce transactions
  • Resolve escalated issues from the CSR’s; Manage issues to resolution and completion
  • Communicate directly with customers, franchise stores and at times AVP Operations or DM, as applicable to the situation
  • Track all customer calls & e-mail information in the customer service database
  • Partner with IT, Merchandising, Operations and Marketing to provide support on customer service initiatives, where applicable
  • Run reports and provide analytics, trends and proposed efficiencies for the team and CS processes. Identify opportunities and any recommended improvement strategy.
  • Deliver go forward recommendations

  • Use customer feedback to drive change and evolution of the customer experience
  • Manage customer service activities and processes, at times with a third-party vendor, pertaining to the customer service business needs for the division
  • Who you are

    We are looking for individuals who are :

  • Creative and courageous, with the ability to manage in an environment of change and ambiguity to help us take bold, strategic moves in this rapidly evolving retail environment
  • Action oriented, to better serve our customers and business
  • Outcome focused, critical thinkers with the ability to analyze and visualize, to ensure continuous improvement across our entire business
  • Collaborative team players with superior influencing skills, who build relationships easily across various stakeholder groups to move initiatives forward
  • If you’re curious, ready to take on new challenges and open to doing things differently to help us evolve rapidly, then this is definitely the place to be.

    What you bring

  • 5 7 years leading Customer Service Representatives in a team environment and onboarding less experienced representatives
  • Bachelor’s degree Business Administration or relevant field
  • 3 5 years as a Customer Service Representative - call center environment
  • Computer skills - knowledge of : Microsoft Office platform, Zendesk, Customer Service software
  • Outstanding written and verbal communication skills in both languages (French & English)
  • Strong analytical and decision-making skills
  • Exceptional customer service skills; ability to deal tactfully / professionally with customers in a fast-paced environment
  • Excellent leadership and interpersonal skills; excellent coaching skills
  • Entrepreneurial spirit combined with a dynamic and energetic personal style
  • Prior experience in a franchisor- franchisee retail environment is an asset
  • About Canadian Tire Corporation

    Canadian Tire and its family of companies are boldly shaping retail in Canada and we continue to deliver a positive experience for our customers.

    As one of the most trusted brands in Canada, our employees take pride in the work we do across the country. It’s more than the iconic triangle that keeps our employees around.

    From benefits and perks, to learning and development opportunities, to our commitment to Jumpstart these are some of the many reasons why Canadian Tire Corporation is one of Canada’s Best Managed Companies.

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