Job Requisition Id: 193221

Business Function: Administrative Support

Primary City: Edmonton

Other Location(s):

Province: Alberta

Employment Type: Full-Time

Employment Status: Permanent

Language Requirement: English or French Essential (Either/OR)

Employee Class and Level:

Working Hours:

Number of Vacancies: 1

Salary:

Job Closing Date (YYYY-MM-DD):

Reporting to the Superintendent, Commercial Services, the Agent, Commercial Services is an integral member of the Customer Care team providing after sale service to commercial customers. The Agent responds to customer concerns and needs by providing effective and timely solutions and delivers professional services while engaging customers. The Agent also provides information on the company’s products or services to support our customers and their growing needs, while at the same time providing valuable operational insights to various internal stakeholder teams.

Job Responsibilities

Below are the main job requirements and responsibilities for the Service Representative, Commercial:

- Manages customer expectations with established process documents and/or guides to maintain standards.
- Collaborates with various stakeholders (Mail Operations, RVU, Collection and Delivery, Transportation, etc.) to bring insights of customers’ business needs, determine where improvements can be realized and resolve customer issues such as but not limited to mail prep, packaging and inductions while keeping customers informed.
- May participate virtually in meetings or (where necessary and feasible) in face-to-face visits with customers upon request or customer needs to ensure they are satisfied with the product and/or service offering.
- Places proactive outbound customer calls to: support outbound call campaigns, provide feedback, educate customers of changes, manage incidents or manage customer relationships.
- Maintains in-depth knowledge of existing products, services, processes, internal systems, end to end supply chain,



tools to conduct product qualification and induction requirements to address customer inquiries while promoting the self-serve options on the commercial business applications where applicable.

Job Responsibilities (continued)

6. Supports customer-related reports (induction, defect, safety, pickups, monitoring via campaign management toolsetc) to proactively or reactively identify issues, address findings and where appropriate escalate for visibility and/or resolution to the appropriate parties.

- Respond to inquiries from internal and external customers by analysing the issue, identifying the root cause, escalating and engaging various stakeholder groups in support of resolution while respecting established SLAs and proper documentation of service tickets and follow-up.
- Collaborates and support business development and growth with such activities as preparing relevant content for Business Reviews led by Sales, identifying sales opportunities, and supporting onboarding activities as may be required.
- Adheres to a weekly set schedule and meeting predetermined performance metrics.

Qualifications

Education

- Post-Secondary Degree/Diploma (Equivalent experience may be accepted in lieu of a Post-Secondary Degree/Diploma)

Experience

- Minimum 2 years’ experience working in commercial customer service or commercial sales in a call center setting
- Working knowledge of Microsoft Office (i.e., understand the major features of each software application)

Other Candidate Requirements

- Sound business acumen and solid verbal and written communications skills

Other Information

Canada Post’s values and behaviours

Our Values - Trust, Respect and Deliver represent our fundamental promise to ourselves, our expectations of one and another and our shared duty to our country.

Our behaviours – Make the call, Know the destination, Deliver for others, Ignite our pride; embody our values, bringing them to life and guiding our actions.

We’re committed to living these values and practicing these behaviours every day. Learn more about the values and behaviours by visiting the Canada Post website.

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