Company Description

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 beautifulWe are Canada’s Cultural Department StoreBooks 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 productsOur job is to create joyful moments for our customersWe treat each other the way we’d treat a valued friendWe inspire each other to do our best workWe seek to ignite creativity and innovation every dayWe give back to the communities in which we operate

Job Description

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 feedbackAccuracy and effectiveness of reports

KEY ACCOUNTABILITIES

Functional

Provide relevant reports to business partners on customer service trends and issues as neededExtract and process data to build mailing lists and send communications to customersAnalyze 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 dataContribute as needed to ongoing projects and initiatives to drive the evolution of our customer service processesChallenge 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 easilyShare technical knowledge with others and actively seek to learn from those more knowledgeable than yourselfHelp others see the impacts of their efforts and proactively engage other functions to get inputEncourage 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 doCelebrate diversity of thought and have an open mindsetTake an active role in fostering a culture of continual learning, taking risks without the fear of making mistakesEmbrace, 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 & OnlineConsumer ExperienceHuman ResourcesSupply ChainCreativePrintFinanceInformation Technology

External:

SuppliersVendorsRelevant government agencies

Qualifications

Work Experience / Education / Certifications

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

Competencies / Skills / Attributes

Strong proficiency in technical writing and data analyticsDemonstrated 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 assetSolid project management skillsUnderstanding of and comfort with Indigo’s brand and customer experienceFlexibility to work a rotating schedule, including evenings and weekends as required

Additional Information

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. 

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