(CAN) Specialist, Customer Experience - Supply Chain
Top Benefits
About the role
Position Summary...
The purpose of this position is to assist DC operations with customer escalations at the FC and provide timely resolution, and visibility. Analyze the trends in customer escalations data, returns center data and insights, connect with Merchandising Ecommerce team for insights on how to prevent future returns and provide recommendations to the operations team and Ecommerce leadership team on potential solutions to fix the recurring issues.
What you'll do...
Reporting and analysis: weekly and monthly report generation and maintenance. Support GM with operational data insights for decision-making. Build what-if scenarios with moving variables. Support ad-hoc analysis tasks as necessary. Ability to present findings and solutions to Ecommerce Leadership.
Accountable to dealing with all customer inquiries/communication through all channels (phone, e-mail, letters, surveys, Facebook, Twitter, Executive escalations, eCommerce, stores), providing exceptional customer experience in resolving issues in a timely manner to increase overall customer loyalty.
Ability to discover, analyze, solve problems, demonstrate empathy, self awareness and emotional control while managing customer escalations with the focus on internal/external communication support/status updates, and provide insights into developing trends.
Manage communication and resolution with Customer Service agents as well as external and internal partners as required for customer resolutions
Maintain / build relationships within the organization to ensure the appropriate departments are informed and participate in customer resolution.
Identify risks and take steps to mitigate any risks as well as proactively manage customer experience situations with key stakeholders until completion.
Accurately complete appropriate documentation for each transaction and develop robust reporting to track trends in the customer escalation data.
Accountable for the continued ownership of escalated customer resolution and continuously provided feedback for process improvement to provide better call handling and overall customer experience.
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Age – 18 or older
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Walmart will accommodate the disability-related needs of applicants and associates as required by law.
Primary Location…
233 Madill Blvd, Mississauga, ON L5W 1Y6, Canada
About Walmart
Sixty years ago, Sam Walton started a single mom-and-pop shop and transformed it into the world’s biggest retailer. Since those founding days, one thing has remained consistent: our commitment to helping our customers save money so they can live better. Today, we’re reinventing the shopping experience and our associates are at the heart of it. When you join our Walmart family of brands, you’ll play a crucial role in shaping the future of retail, improving millions of lives around the world.
We are ecstatic to have been named a Great Place to Work® Certified May 2023 – May 2024, Disability: IN 2023 Best Places to Work, and Fast Company 100 Best Workplaces for Innovators 2023.
This is that place where your passions meet purpose. Join our family and build a career you’re proud of.
(CAN) Specialist, Customer Experience - Supply Chain
Top Benefits
About the role
Position Summary...
The purpose of this position is to assist DC operations with customer escalations at the FC and provide timely resolution, and visibility. Analyze the trends in customer escalations data, returns center data and insights, connect with Merchandising Ecommerce team for insights on how to prevent future returns and provide recommendations to the operations team and Ecommerce leadership team on potential solutions to fix the recurring issues.
What you'll do...
Reporting and analysis: weekly and monthly report generation and maintenance. Support GM with operational data insights for decision-making. Build what-if scenarios with moving variables. Support ad-hoc analysis tasks as necessary. Ability to present findings and solutions to Ecommerce Leadership.
Accountable to dealing with all customer inquiries/communication through all channels (phone, e-mail, letters, surveys, Facebook, Twitter, Executive escalations, eCommerce, stores), providing exceptional customer experience in resolving issues in a timely manner to increase overall customer loyalty.
Ability to discover, analyze, solve problems, demonstrate empathy, self awareness and emotional control while managing customer escalations with the focus on internal/external communication support/status updates, and provide insights into developing trends.
Manage communication and resolution with Customer Service agents as well as external and internal partners as required for customer resolutions
Maintain / build relationships within the organization to ensure the appropriate departments are informed and participate in customer resolution.
Identify risks and take steps to mitigate any risks as well as proactively manage customer experience situations with key stakeholders until completion.
Accurately complete appropriate documentation for each transaction and develop robust reporting to track trends in the customer escalation data.
Accountable for the continued ownership of escalated customer resolution and continuously provided feedback for process improvement to provide better call handling and overall customer experience.
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Age – 18 or older
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Walmart will accommodate the disability-related needs of applicants and associates as required by law.
Primary Location…
233 Madill Blvd, Mississauga, ON L5W 1Y6, Canada
About Walmart
Sixty years ago, Sam Walton started a single mom-and-pop shop and transformed it into the world’s biggest retailer. Since those founding days, one thing has remained consistent: our commitment to helping our customers save money so they can live better. Today, we’re reinventing the shopping experience and our associates are at the heart of it. When you join our Walmart family of brands, you’ll play a crucial role in shaping the future of retail, improving millions of lives around the world.
We are ecstatic to have been named a Great Place to Work® Certified May 2023 – May 2024, Disability: IN 2023 Best Places to Work, and Fast Company 100 Best Workplaces for Innovators 2023.
This is that place where your passions meet purpose. Join our family and build a career you’re proud of.