This role combines detail-oriented system administration, customer onboarding, program management, and client support responsibilities. Working closely with internal and external stakeholders, the successful candidate will manage multiple priorities in a fast-paced environment while ensuring the accurate setup, maintenance, and support of customer programs within Mark's Commercial digital platforms.
Responsibilities:
- Support the implementation, setup, and ongoing management of customer eCommerce and Digital Voucher programs.
- Configure and maintain customer accounts, user access, contacts, entitlements, product assortments, trade agreements, pricing, approval workflows, spending limits, catalog content, and program settings within Microsoft D365, Sana Commerce, and related digital platforms.
- Ensure customer programs are accurately established and maintained in accordance with contractual requirements, customer specifications, business rules, and operational processes.
- Coordinate customer program launches, updates, renewals, audits, and validation activities, ensuring data accuracy and effective execution.
- Provide onboarding, training, presentations, and supporting documentation to customers, employees, program administrators, and internal partners to encourage successful adoption of digital solutions.
- Investigate, troubleshoot, and resolve customer and program-related issues, including entitlement discrepancies, transaction inquiries, access concerns, and account-related requests, escalating when appropriate.
- Communicate program updates, risks, issues, resolutions, and service impacts to internal and external stakeholders in a timely and professional manner.
- Manage customer support requests and provide escalation support to Customer Service and other internal partners, ensuring appropriate follow-up through resolution.
- Collaborate with cross-functional teams to support testing, validation, documentation, and implementation of customer programs and new eCommerce or Digital Voucher functionality.
- Identify and share opportunities to improve systems, processes, operational efficiency, and the overall customer and user experience.
- Manage multiple and changing priorities, proactively escalating conflicting demands and seeking direction to ensure work remains aligned with business needs and agreed timelines.
Qualifications and Experience:
- 2+ years of experience in an office administration, customer service, eCommerce, program coordination, or related role.
- Strong computer skills, including proficiency with Microsoft Excel, PowerPoint, Word, and Outlook.
- Experience working with business systems, customer data, or digital commerce platforms.
- Strong organizational and time-management skills, with the ability to manage multiple priorities and changing demands.
- Excellent attention to detail and a commitment to accurate, high-quality work.
- Strong problem-solving skills and a customer-focused approach.
- Excellent written and verbal communication skills, with the ability to work effectively with internal and external stakeholders.
- Ability to work independently with minimal supervision while remaining proactive, collaborative, flexible, and adaptable.
- Familiarity with Microsoft D365, Sana Commerce, Digital Voucher platforms, or similar systems is considered an asset.
- Familiarity with Mark's Commercial systems and processes is considered an asset.
- Bilingual proficiency in English and French is considered an asset.
- Office Administration Certificate or an equivalent combination of education and experience
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This posting represents an existing vacancy within our organization.We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.
About Us
At Marks, we want you to experience an extraordinary career in helping to lead our brand's evolution to be Canada’s number one destination for industrial and casual apparel and footwear. As one of Canada’s leading apparel retailers, and a valued part of the Canadian Tire family of companies, Mark’s stands out for its commitment to comfort, quality and style. Mark’s is a leader in product development, innovation and quality through its assortment of industrial apparel, footwear and accessories, with strong private and exclusive brands. Join us, where there's a place for you here.
Our Commitment to Diversity, Inclusion and Belonging
We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.
Accommodations
We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.
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