Job Details

Coordinator, Customer Relations

Location BRAMPTON , Ontario , Canada
Category Store Planning and Operations
Job Opened January 14th, 2020
Education Bachelor's Degree
Job Number 2000008B
Job Type Full-Time

job description

Who We Are:
HBC is a diversified global retailer, focused on driving the performance of high quality stores and their all-channel offerings, growing through acquisitions, and unlocking the value of real estate holdings.

Founded in 1670, HBC is the oldest company in North America. Our portfolio today includes formats ranging from luxury to premium department stores to off price fashion shopping destinations, with more than 480 stores and over 66,000 employees around the world.

Our leading banners across North America include Hudson�s Bay, Saks Fifth Avenue, and Saks OFF 5TH.

We have significant investments in real estate joint ventures. HBC has partnered with Simon Property Group Inc. in the HBC Global Properties Joint Venture, which owns properties in the United States. In Canada, HBC has partnered with RioCan Real Estate Investment Trust in the RioCan-HBC Joint Venture.

A truly global corporate citizen, HBC is committed to responsible business practices to bring about positive change, and we work hard to shape a sustainable future for people and the planet. Our philanthropic initiatives help create healthy families, strong communities, and sport excellence in the cities and countries in which we operate around the world, while striving to create innovative programs and resources that provide flexibility for work-life balance in order to maintain a positive working environment.

What This Position Is All About:

The Coordinator, Customer Relations is responsible for strategically mitigating escalations by finding timely resolutions in order to provide a positive customer escalation experience.

As The Coordinator, Customer Relations, You Will:
  • Respond to escalated issues and provide timely resolution
  • Ability to collect data, assess and problem solve to support positive customer relations
  • Assist in researching effective resolutions of legal issues
  • Monthly analysis of customer relation issues and provide learnings to Stores/Corporate to drive improved customer experience, resulting in best in class service
  • Capture store recommendations for financial recovery such as overrides and excessive returns to improve process and systems
  • Leverage tools and resources available within Customer Experience team, such as NPS, to enhance shopping experience
  • Admin, entry, creation and analysis of CSmart data to support priority improvements
  • Perform ad hoc analysis and create actionable reports across business channels while leading the pursuit of significant opportunities to drive savings and improve the customer experience
  • Provide learnings from Process/Procedure and deliver specific opportunities to Stores (root cause resolution and enhanced customer experience delivery)

You Will Have:
  • Post Secondary Diploma/Degree
  • 3-5 years' in-store retail or service industry experience
  • Microsoft Office, PowerPoint, InDesign and/or creation experience; portfolio an asset
  • Great communication (written and verbal) including ability to defuse challenging situations
  • Bilingual is an asset (French)
  • Skilled in building and maximizing relationships with internal partners/customers as well as external customers; evolve quickly to become a key "go to" person for the organization

How Often You May Travel:

Your Life and Career at HBC:
  • Be part of a world-class team; work with an adventurous spirit; think and act like an owner- operator!
  • Exposure to rewarding career advancement opportunities, from retail to supply chain, to digital or corporate
  • A culture that promotes a healthy, fulfilling work/life balance
  • Benefits package for all eligible full-time employees (including medical, vision and dental).
  • An amazing employee discount

Thank you for your interest with HBC. We look forward to reviewing your application.


HBC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HBC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.


HBC welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.

Don’t see your next adventure

Click here to keep in touch