Sheldrake

Maritime Beauty

Positions
Customer Service Supervisor

We are currently seeking a Full-Time Customer Service Supervisor for our Halifax head office location. The position requires flexibility in availability (the norm is 8:30 to 5:00 Monday to Friday).

Key Responsibilities:

Customer Service Team   

  • Effectively lead in the developing, coaching and motivating of the team to deliver an optimal service experience to our customers by meeting service levels and objectives 
  1. Organize and hold monthly staff meetings to improve communication and proactively deal with team issues
  2. Manage a program to grow sales of education, promotions & up-selling
  3. Support the development of the team and complete performance reviews
  4. Monitor achievement of service levels and objectives
  5. Create product specialists within the customer service team to provide internal training and access to information
  6. Monitor call volumes to effectively manage the processing of call volumes leading to enhanced service levels
  7. Provide consistent and superior service to all internal and external customers
  8. Identify and implement continuous improvement opportunities in streamlining work flows and improving service to our customers
  9. Use reports and statistics to ensure individual and team goals are achieved or exceeded
  10. Support first call resolution objectives to ensure a superior customer experience
  11. Deal with escalated issues and look for solutions that are win-win for both the customer and the business 
  • Support the strategic development of the department for growth by implementing and maintaining sales programs/targets in line with MBS company goals
  • Oversee the completion of administration tasks such as credits, ROC’s, etc. 
  • Oversee the following Customer Services for dedicated customers: 
  1. Processing customer orders promptly and accurately
  2. Provide customers with appropriate product information – price, inventory levels and product applications
  3. Seek solutions for customer inquiries and problems, such as special order products, etc.
  4. Handling customer inquiries in a professional, courteous and helpful manner
  5. Increase sales through up-selling, special promotions and selling education 
  • Co-ordinate staffing levels and workloads to ensure customers service levels that meet and exceed MBS standards 
  1. Coordinate staff levels for lunches, breaks, holidays, etc.
  2. Coordinate workloads during busy periods for different functions
  3. Ensure work is completed in a timely manner 
  • Lead and/or support the development of systems and processes to improve customer services levels to meet and exceed MBS standards 
  • Lead  and/or support the strategic development of  the department for growth: 
  1. Analyze the potential for sales revenue through maximizing all avenues of sales.
  2. Develop and document department processes and policies
  3. Develop and document written strategy to align the department with MBS goals 

School Management 

  • Direct role in the identification & conquest of new schools and the development of key school accounts.
  • Act as a point of contact for all school queries placed by internal and external clients.
  • Manage senior relationships with the top schools in each territory by making periodic visits; exploring specific needs; anticipating new opportunities.
  • Maintain business relationships with key manufacturers and internal resources
    • Provide leadership/development to various DSC staff to achieve their respective sales goals and the overall School Team goal. 
  1. Territory plan for proper account coverage - priorities and action plans
  2. Major lines Redken, Matrix, Moroccanoil, etc.
  3. Focused education programs and shows
  4. Sundry items and equipment, etc. 
  • Co-ordinate staffing levels and workloads to ensure school requests are handled in an efficient and timely manner.
  • Ensure records and data are all accurate and up-to-date. Ie: contracts/contact info.
  • Attend all necessary sales meeting and training. Complete appropriate sales planning/reporting and submit all paperwork in a timely manner. 
  • All other duties as assigned

Requirements and Preferences:

  • Demonstrated leadership experience
  • A strong customer service background, particularly in dealing with difficult and escalated situations
  • Excellent interpersonal, written and oral communication skills
  • Strong conflict resolution and negotiation skills
  • Ability to motivate and positively influence others
  • Organization, time management and prioritization skills
  • Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
  • Strong analytical, research, and problem solving abilities
  • Strong decision making and business planning skills
  • Proven ability to set and achieve objectives & budgets
  • Self-motivated/Able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
  • Strong team player
  • Demonstrated professionalism
  • Strong computer and data entry skills/being able to multi-task in multiple screens simultaneously.
  • Flexible, ability to quickly adapt to change and be a driver of change
  • Assets include: previous call centre experience, previous industry experience and bilingualism

Shaping Success Together:

The ability of Maritime Beauty Supply to remain competitive and successful in today’s world is directly attributable to our employees. These beliefs, our commitment to open lines of communication and our policies and practices, ensure that we all operate in a positive employee relations environment that is supportive of our employees. We value our employees and strive to offer an environment of challenge, continued growth and learning opportunities.

  • Medical benefits (Health, Dental and Life Insurances)
  • RSP Matching Contribution Plan
  • Service Recognition Program
  • Enhanced Vacation plan and personal days
  • Corporate Charitable Donation Program
  • Employee Fitness Program
  • Personal, Professional and Career Development Program
  • Maternity Leave Top-Up
  View available locations for the position of Customer Service Supervisor

Store Associate (Part-Time) & (Full-Time)

Maritime Beauty Supply is the leading distributor of professional beauty supplies in the Maritime Provinces. We have a store network of 17 locations representing numerous top professional lines s including but not limited to: Redken, Matrix, L’Oreal Professionnel, Pureology, Moroccan Oil, Olaplex, Verb, Bain de Terre, Cezanne, Babe, Babyliss, Avanti, Sam Villa, Quannessence, OPI, CND, Allpresan, and Gehwol.

We are currently seeking Part-Time (Perm) & Full-Time (Temp) Store Associates for various store locations. Must be available to work evenings and weekends. 

Key Responsibilities:

  • Proactively make each client’s visit a delightful and memorable customer service experience
  • Participate in upsell and spiff programs by actively suggestive selling to clients to achieve store and individual sales goals
  • Exhibit and maintain professionalism during client interactions and comply with MBS dress code policy by maintaining a consistently neat and professional appearance.
  • Proactively self-educate on product knowledge of brands and categories, features and benefits through PK books, websites and use of store samples and testers.
  • Participate in training sessions to obtain product knowledge, manufacturer information, selling skills, customer service experience skills.
  • Understand and utilize computer system to efficiently process client orders, access client history and access product information
  • Understand and utilize MBS intranet website to create signage, access product flyers and access internal forms
  • Follow merchandising standards and maintain assigned sections and signage
  • Deliver excellence in customer service experience, including good judgement in decision making and problem solving skills
  • Assist in selling tickets for MBS educational events, Carnival of Beauty Show and ABA show
  • Understand and follow all company and store specific policies and procedures
  • Respect and maintain confidentiality of all MBS business and client information.

Requirements and Preferences:

  • 2-3 years’ experience as retail sales associate with special responsibilities
  • Strong product and policy knowledge, strong customer service skills demonstrated
  • Bilingual Preferred

Other:

  • Hair, Esthetic or other industry license
  • Strong computer skills
  • Strong organizational skills
  • Flexible in scheduling 

Shaping Success Together: 

The ability of Maritime Beauty Supply to remain competitive and successful in today’s world is directly attributable to our employees. These beliefs, our commitment to open lines of communication and our policies and practices, ensure that we all operate in a positive employee relations environment that is supportive of our employees. We value our employees and strive to offer an environment of challenge, continued growth and learning opportunities. 

  • Medical benefits (Health, Dental and Life Insurances)
  • RSP Matching Contribution Plan
  • Service Recognition Program
  • Enhanced Vacation plan and personal days
  • Corporate Charitable Donation Program 
  • Employee Fitness Program
  • Personal, Professional and Career Development Program
  • Maternity Leave Top-Up

While we thank all candidates for their interest, only those candidates being considered will be contacted. No telephone calls please.

Maritime Beauty Supply is an equal opportunity employer.

 

  View available locations for the position of Store Associate (Part-Time) & (Full-Time)


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