Operational Specialist, MMS - 8 Months Contract

Location:

243 Consumers Road, Toronto, Ontario, M2J 4W8

At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day.
With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work.  We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

Why this role is important?

Why is this role important?

Reporting directly to the Senior Manager, Front Store Systems and Technology, you will respond to telephone and email inquiries from Stores regarding MMS systems. You will be the second level of contact for Stores and ensure that any presented issues are either resolved, or a plan of action is clearly communicated on how resolution will be reached.

 

What You’ll Do

 

• Respond to store contact (via multi-channels) and troubleshoot issues, providing second level resolutions in ServiceNOW or triaging calls to appropriate teams when needed
• Obtain information quickly and efficiently from stores and communicate appropriate next steps, setting expectations on resolution path and timing
• Summarize complex issues to promote seamless transition of incidents between support teams
• Update and maintain knowledge base for MMS operational issues so that you can continue to provide effective support in a dynamic environment
• Act as the “go-to” person for application-related questions
• Oversee implementation of application enhancements/upgrades/releases
• Responsible for Updating Manuals and Training
• Manage IT Communication to the stores in relation to operational changes
• Identify and communicate trends for escalations and improvement opportunities, including recurring issues or patterns which will facilitate prompt resolution of issues
• Liaise with internal departments to ensure store incidents being addressed, investigated, resolved to ensure service level agreements are met
• Maintain a high level of knowledge regarding the Pharmacy system to provide accurate responses to concerns or issues
• Understand IT and Business support systems and language and how they relate to Pharmacy support
• Act as back up on MMS standards and operational release

 

This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload, and projects. Superior communication, courtesy, diplomacy, and problem solving are required in dealing with the stores and colleagues.

 

What You’ll Need

 

• 3-5 years of MMS experience and purchasing system process knowledge is required
• Previous experience in customer service or customer advocacy role
• 2-3 years Shoppers Drug Mart / Loblaws experience is an asset
• Knowledge of retail pharmacy workflow
• Proficiency with PC-based internet and software applications, including Microsoft Office applications such as Word, Excel and PowerPoint
• Ability to work flexible hours (including overnight weekend shifts and Statutory Holiday's) within a fast-paced and dynamic environment
• Excellent verbal and written communication skills
• Individual must be an analytical problem solver with attention to detail
• Professional, enthusiastic, dependable, and flexible
• Must take initiative and be able to work with little supervision
• Ability to contribute in collaborative team environment
• Bilingual (English and French; verbal and written) is an asset
• Proficiency in HealthWATCH, POS Backoffice, and SAP is an asset

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand.   Benefit from a purchase discount program, competitive pay and online learning through Academy.

Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

How You’ll Succeed:

At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture.  We believe great people model our values, are authentic, build trust and make connections. 

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today. 

Employment Type:

Full time

Type of Role:

Temporary with Benefits (Fixed Term)

Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing.  Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

Hiring Range / Échelle salariale à l’embauche :

$60,000.00 - $82,500.00 / 60.000,00$ - 82.500,00$ (per year / par an)

A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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