Operations - Representative Customer Care & Store Support
Top Benefits
About the role
Ready to Transform Retail? Embark on a rewarding career with Sobeys Inc., celebrated among Canada’s Top 100 employers where your unique contributions drive success.
Are you passionate about providing exceptional customer service? Do you thrive in a fast-paced environment? We are currently seeking a dedicated Store Support Representative to join our team at the Sobeys Corporate Office in Ontario or Nova Scotia. Reporting to the Supervisor, Store Support, you will be responsible for handling feedback from our stores and wholesale customers, ensuring their satisfaction and maintaining our “stores first” commitment to quality products and customer service.
Store Support operates seven (7) days per week. The candidate must be available to work on different days from Monday to Sunday.
Responsibilities:
- Support a culture of inclusion for our stores, customers & teammates.
- Receive store inquiries via Salesforce Service Cloud and prioritize them based on established guidelines.
- Triage inquiries and collaborate with cross-functional teams to resolve inquiries promptly and effectively.
- Meet or exceed, established key performance metrics
- Accurately categorize and rate inquiry types while updating them throughout the resolution process.
- Assign cases to the appropriate area of responsibility, ensuring proper follow-through.
- Maintain a professional communication style when engaging with stores, reflecting a "stores first" attitude.
- Keep the supervisor informed of potential escalation situations and emerging trends.
- Develop strong working relationships with stores and other departments within the company.
Requirements:
- Excellent interpersonal and communication skills, both verbal and written.
- Proven customer service support skills, ideally with related experience.
- Strong organization and problem-solving skills with the ability to multi-task
- Proven time management skills, ability to work to deadlines with strong attention to detail.
- Ability to communicate effectively with employees at all levels of the organization.
- Develop strong working relationships with stores and other areas of responsibility within the company.
- General knowledge of Salesforce Service Cloud and familiarity with support center processes and telephone systems.
- Working knowledge of SAP.
- This is a bilingual role. The candidate will be expected to work with peers in other provinces in the development, development and implementation of tools and processes across Canada, as well as provide support to Sobeys employees across Canada.
Who we are:
We started in a small town in Nova Scotia but we are now in communities of all sizes across this great country. With over 1,600 stores in all 10 provinces, you may know us as Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, Lawtons Drug Stores or another of our great banners but we are all one extended family.
Our family of 128,000 employees and franchise affiliates share a collective passion for delivering exceptional shopping experiences and amazing food to all our customers. Our mission is to nurture the things that make life better – great experiences, families, communities, and our employees. We are a family nurturing families.
Our commitment to diversity, equity and inclusion (DE&I) is fuelled by our purpose and values. It shapes our culture and drives business success. As a family nurturing families, we embed DE&I into everything we do. We know that it takes open minds and respect for distinct perspectives to create engaging workplaces, inclusive customer experiences and strong community partnerships. We are committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.
What we offer:
Our Total Rewards package is designed to help our teammates thrive—physically, financially, and emotionally. While offerings vary by role and employment type (full-time, part-time, contractual), eligible teammates may receive:
- Comprehensive Benefits Package with health and dental coverage, life insurance, and short- and long-term disability insurance.
- Access to Virtual Health Care and an Employee and Family Assistance Program for personalized support.
- Retirement and Savings Plan to help you build financial security.
- 10% In-Store Discount at participating banners, plus additional discount programs.
- Employee Share Ownership Plan (ESOP), giving you the opportunity to invest in the company’s success.
- Learning and Development Resources to support your career growth.
- Parental Leave Top-Up to assist growing families.
- Paid Vacation and Days Off to help you recharge.
Sobeys is committed to providing a compensation structure that is flexible, equitable and competitive in the market to enable performance and growth. To learn more about this opportunity—including expected range of compensation in accordance with Pay Transparency Legislation where required —please click the “I’m interested” button above. Individual Compensation is determined based on qualifications, experience, and internal equity within the range provided.
External websites may share our organization's job postings which includes compensation information based on similar roles and market benchmarks. These figures are provided for general comparison purposes only and are not issued or verified by our organization..
To drive our commitment to team collaboration and the overall success of our office culture we require our teammates to have the ability to adhere to a hybrid work model that requires your presence at one of our office locations at least three days per week.
If you feel that this describes the kind of work you want to do and you are excited about what Sobeys has to offer, then please apply by the posting end date indicated above. We encourage candidates to submit a resume and take the time to ensure that their application highlights what makes them uniquely qualified for this opportunity!
About Sobeys
As one of only two national grocery retailers in Canada, Sobeys Inc. serves the food shopping needs of Canadians with more than 1,500 stores in 10 provinces with retail banners that include Sobeys, Safeway, IGA, Foodland, FreshCo, Price Chopper, Thrifty Foods and Lawtons Drugs, as well as more than 330 retail fuel locations. Our five core retail food formats are designed to ensure that we have the right offering in the right-sized stores for each individual market we serve — from our full service format to the convenience format, each tailored to satisfy the unique occasion-based food shopping needs of our customers.
Our 134,000 employees and franchise affiliates are committed to building sustainable worth for each of our customers, employees, suppliers and shareholders through our focus on food, innovation and superior customer service.
En tant que l'un des deux seuls détaillants alimentaires présents dans tout le Canada, Sobeys Inc. répond aux besoins en épicerie de sa clientèle par le biais de ses quelque 1 500 magasins. Répartis dans chacune des dix provinces, ceux-ci arborent diverses bannières de détail dont Sobeys, Safeway, IGA, Foodland, FreshCo, Price Chopper, Thrifty Foods et Lawtons Drugs, ainsi que plus de 330 stations d'essence. Nos magasins d'alimentation sont conçus en fonction de cinq concepts de base afin que l'offre aux consommateurs et la taille des magasins conviennent le mieux à chacun des marchés que nous desservons. Du magasin à gamme complète de services jusqu'au dépanneur, chacun est adapté de façon à combler les besoins particuliers de notre clientèle en fonction de l'occasion d'achat.
En raison de l'importance qu'ils accordent à l'alimentation, à l'innovation et à l'excellence du service à la clientèle, nos quelque 125 000 employés et marchands affiliés se montrent soucieux de créer de la valeur de façon durable pour chacun de nos partenaires, qu'ils soient clients, employés, fournisseurs ou actionnaires.
Operations - Representative Customer Care & Store Support
Top Benefits
About the role
Ready to Transform Retail? Embark on a rewarding career with Sobeys Inc., celebrated among Canada’s Top 100 employers where your unique contributions drive success.
Are you passionate about providing exceptional customer service? Do you thrive in a fast-paced environment? We are currently seeking a dedicated Store Support Representative to join our team at the Sobeys Corporate Office in Ontario or Nova Scotia. Reporting to the Supervisor, Store Support, you will be responsible for handling feedback from our stores and wholesale customers, ensuring their satisfaction and maintaining our “stores first” commitment to quality products and customer service.
Store Support operates seven (7) days per week. The candidate must be available to work on different days from Monday to Sunday.
Responsibilities:
- Support a culture of inclusion for our stores, customers & teammates.
- Receive store inquiries via Salesforce Service Cloud and prioritize them based on established guidelines.
- Triage inquiries and collaborate with cross-functional teams to resolve inquiries promptly and effectively.
- Meet or exceed, established key performance metrics
- Accurately categorize and rate inquiry types while updating them throughout the resolution process.
- Assign cases to the appropriate area of responsibility, ensuring proper follow-through.
- Maintain a professional communication style when engaging with stores, reflecting a "stores first" attitude.
- Keep the supervisor informed of potential escalation situations and emerging trends.
- Develop strong working relationships with stores and other departments within the company.
Requirements:
- Excellent interpersonal and communication skills, both verbal and written.
- Proven customer service support skills, ideally with related experience.
- Strong organization and problem-solving skills with the ability to multi-task
- Proven time management skills, ability to work to deadlines with strong attention to detail.
- Ability to communicate effectively with employees at all levels of the organization.
- Develop strong working relationships with stores and other areas of responsibility within the company.
- General knowledge of Salesforce Service Cloud and familiarity with support center processes and telephone systems.
- Working knowledge of SAP.
- This is a bilingual role. The candidate will be expected to work with peers in other provinces in the development, development and implementation of tools and processes across Canada, as well as provide support to Sobeys employees across Canada.
Who we are:
We started in a small town in Nova Scotia but we are now in communities of all sizes across this great country. With over 1,600 stores in all 10 provinces, you may know us as Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, Lawtons Drug Stores or another of our great banners but we are all one extended family.
Our family of 128,000 employees and franchise affiliates share a collective passion for delivering exceptional shopping experiences and amazing food to all our customers. Our mission is to nurture the things that make life better – great experiences, families, communities, and our employees. We are a family nurturing families.
Our commitment to diversity, equity and inclusion (DE&I) is fuelled by our purpose and values. It shapes our culture and drives business success. As a family nurturing families, we embed DE&I into everything we do. We know that it takes open minds and respect for distinct perspectives to create engaging workplaces, inclusive customer experiences and strong community partnerships. We are committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.
What we offer:
Our Total Rewards package is designed to help our teammates thrive—physically, financially, and emotionally. While offerings vary by role and employment type (full-time, part-time, contractual), eligible teammates may receive:
- Comprehensive Benefits Package with health and dental coverage, life insurance, and short- and long-term disability insurance.
- Access to Virtual Health Care and an Employee and Family Assistance Program for personalized support.
- Retirement and Savings Plan to help you build financial security.
- 10% In-Store Discount at participating banners, plus additional discount programs.
- Employee Share Ownership Plan (ESOP), giving you the opportunity to invest in the company’s success.
- Learning and Development Resources to support your career growth.
- Parental Leave Top-Up to assist growing families.
- Paid Vacation and Days Off to help you recharge.
Sobeys is committed to providing a compensation structure that is flexible, equitable and competitive in the market to enable performance and growth. To learn more about this opportunity—including expected range of compensation in accordance with Pay Transparency Legislation where required —please click the “I’m interested” button above. Individual Compensation is determined based on qualifications, experience, and internal equity within the range provided.
External websites may share our organization's job postings which includes compensation information based on similar roles and market benchmarks. These figures are provided for general comparison purposes only and are not issued or verified by our organization..
To drive our commitment to team collaboration and the overall success of our office culture we require our teammates to have the ability to adhere to a hybrid work model that requires your presence at one of our office locations at least three days per week.
If you feel that this describes the kind of work you want to do and you are excited about what Sobeys has to offer, then please apply by the posting end date indicated above. We encourage candidates to submit a resume and take the time to ensure that their application highlights what makes them uniquely qualified for this opportunity!
About Sobeys
As one of only two national grocery retailers in Canada, Sobeys Inc. serves the food shopping needs of Canadians with more than 1,500 stores in 10 provinces with retail banners that include Sobeys, Safeway, IGA, Foodland, FreshCo, Price Chopper, Thrifty Foods and Lawtons Drugs, as well as more than 330 retail fuel locations. Our five core retail food formats are designed to ensure that we have the right offering in the right-sized stores for each individual market we serve — from our full service format to the convenience format, each tailored to satisfy the unique occasion-based food shopping needs of our customers.
Our 134,000 employees and franchise affiliates are committed to building sustainable worth for each of our customers, employees, suppliers and shareholders through our focus on food, innovation and superior customer service.
En tant que l'un des deux seuls détaillants alimentaires présents dans tout le Canada, Sobeys Inc. répond aux besoins en épicerie de sa clientèle par le biais de ses quelque 1 500 magasins. Répartis dans chacune des dix provinces, ceux-ci arborent diverses bannières de détail dont Sobeys, Safeway, IGA, Foodland, FreshCo, Price Chopper, Thrifty Foods et Lawtons Drugs, ainsi que plus de 330 stations d'essence. Nos magasins d'alimentation sont conçus en fonction de cinq concepts de base afin que l'offre aux consommateurs et la taille des magasins conviennent le mieux à chacun des marchés que nous desservons. Du magasin à gamme complète de services jusqu'au dépanneur, chacun est adapté de façon à combler les besoins particuliers de notre clientèle en fonction de l'occasion d'achat.
En raison de l'importance qu'ils accordent à l'alimentation, à l'innovation et à l'excellence du service à la clientèle, nos quelque 125 000 employés et marchands affiliés se montrent soucieux de créer de la valeur de façon durable pour chacun de nos partenaires, qu'ils soient clients, employés, fournisseurs ou actionnaires.