Retail Execution Solution Analyst (CPG) at TELUS Agriculture & Consumer Goods

TELUS Agriculture & Consumer Goods is a great place to work. You can see it in our team members. The diversity of the team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative technology solutions we offer.

Our team members include people like you – enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding.

Here’s the impact you will make and what we will accomplish together

TELUS Agriculture & Consumer Goods is leveraging our world-leading technology and innovation to create better producer-to-consumer outcomes. To do this, we are creating a unified, trusted and sustainable value chain that enables the most efficient production and logistics outcomes, while lowering the impact on the environment. We deliver actionable digital solutions and data insights that connect global supply chains, improving the safety, quality and sustainability of food and consumer goods, all in a way that's traceable and clear to the end consumer.

We offer an unmatched suite of innovative solutions and purpose-built applications for every participant in the consumer goods solution, from back office sales reps management, perfect store management, front-end outlet management and trade management. Our solutions are comprised of the latest technologies that enable our customers to optimize their businesses and move goods through supply chains with more accuracy, efficiency and profit to get the right products to shelf, at the right time and at the right price, creating more sustainable production and consumption outcomes.

You will be the bridge between the client (Internal and external) incidents/inquiries and the multiple key team members within the global organization involved in the incident management flow.

Here’s How

• Ensure tickets assigned to his/her queue are analyzed under the internal ITIL based best practices - All tickets with Updates accordingly
• Ensure we are compliant with the SLAs accordingly - 85%+
• Ensure we maintain a healthy and Professional relationship with Support contacts from our clients - 90% + satisfaction via Surveys
• Actively engage with customers after ticket creation
• Establish communication with Customers and identify any gaps in information which may lead to quicker resolution
• Triage ticket and identify priority leveling based on contractual SLA agreements
• Manage/ resolve all level of priority tickets
• Triage and assign P2+ priority tickets to appropriate team members
• Provide exceptional customer experience to help resolve inquiries and/or concerns by efficient and effective time to resolve by collaborating with multiple global teams
• Ensure SLA, TTR, are met and not breached
• Troubleshoot issues, execute course of action, test/document solutions, escalate where/as needed, and provide continual communication to customers throughout issue lifecycle
• Identify and investigate reoccurring issues, and work with multiple teams, for instance product and engineering teams, PS team, etc. to ensure solutions that address root causes, mitigating reoccurrence
• Sense of sales – to provide customer updates/ opportunity to Customer
• Success Managers and/or Account Managers for business increase
• Review and update/contribute new content to improve knowledge-based documents, client portals
• X-train, support, and backup team members
• Start with supporting 1 of Retail Execution solutions, it’s possible to extend to another similar solution
• Good team spirit, willing to embrace innovations, and customer first

Soft Skills

• Customer and Result oriented
• Dealing with the ambiguity
• Proactive and Creative
• Learn on the fly
• Assertive communication and networking (internal and external)
• Healthy emotional intelligence
• Knowledge of ETL, SFTP Integration, Bit Tools (like Power BI, Tableau) is preferable

What you bring to this role

• 3+ years of experience in customer support, or similar client facing roles
• Consumer Packaged Goods (CPG) experience is preferred
• Passion for customer success and experience in achieving customer satisfaction with existing products
• Clearly articulate and effectively write customer correspondence
• Ability to troubleshoot issues and relay information in a digestible way to customers
• Expert at juggling and appropriately prioritizing competing demands and managing time
• Ability to work independently
• Knowledge of Google Workspace, Windows, Word, Excel, and other PC applications
• Bachelor's degree or equivalent experience
• Database tool knowledge, especial Microsoft SQL knowledge/ MSSQL,
• PostgreSQL, Kettle, SSIS,
• Business English – Fluent, +Mandarin is preferable
• CPG Industry experience is preferable
• Customer Support / IT practices experience
• ITIL practices experience is preferable
• Highly developed emotional intelligence to deal with tension points
• Strong focus on customer satisfaction and result - able to work with a flexible business hours schedule

Job Information

Location – Remote, Australia

Employment Type - Full Time