Full-Time Business Support Operator

Reporting to the Manager – Business Support, this position is responsible for providing support to Farm Boy stores, warehouses, corporate offices and suppliers through the use of multiple customer service tools, Farm Boy systems and product knowledge. The performance of the duties must ensure a quality service approach to all employees, customers and suppliers. All responsibilities must be performed in a manner consistent with the Farm Boy Way.

Major Responsibilities:

• Provide first level business support to Farm Boy employees working at various locations, including: stores, warehouses and corporate offices.
• Deliver business support with an appropriate sense of urgency and a positive attitude.
• Act as a point of contact for suppliers and vendors for business-related inquiries.
• Troubleshoot and resolve issues by using multiple tools and systems provided.
• Escalate all major issues to the appropriate teams, as required.
• Develop an understanding of the Point-of-Sale system at retail stores and Home Office (for gift cards, credit/debit, product information, etc.).
• Respond courteously to all inquiries and issues via phone and email.
• Log and manage all business and technical support tickets through a Help Desk ticketing system.
• Develop and maintain documentation/procedures for business and technical support, as required.
• May be requested to undertake other related duties on a periodic basis.

Qualifications:

• Typically requires completion of a post-secondary education in support or technology, plus a minimum of 2 years experience in a Customer Service or Help Desk Support position, or an equivalent combination of education and experience.
• Excellent personal verbal and written communication skills.
• Ability to work in a fast-paced team environment while maintaining attention to detail and accuracy.
• Ability to troubleshoot and collect relevant information via email and phone.
• Ability to identify and prioritize incoming requests.
• Ability to understand and apply directives and procedures.
• Self-motivated and capable of working with minimum supervision.
• Strong customer service skills with superior attention to detail.
• Forward-thinking with a positive outlook on progress and success.

Assets:

• Working knowledge of major Farm Boy systems and processes at retail stores, warehouse/production and/or Home Office.
• Experience and knowledge of retail systems and processes.
• Knowledge of Store Management System (SMS).
• Knowledge of ticketing systems (e.x. FreshDesk) and ticket triage processes.
• Flexibility with regards to hours of work.

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