Responsibilities
- Answer general inquiries and resolve problems in a timely and professional manner, using available systems, resources, and AI-enabled tools to support accurate responses and escalating when necessary.
- Manage incoming leads, review key details, and channel them to the appropriate teams to ensure timely follow-up and a smooth customer experience.
- Collaborating closely with internal stakeholders to provide specialized customer experiences.
- Deliver consistent, high-quality customer service to all clients while using technology to improve response quality, organization, and efficiency.
- Follow up on all sales orders to ensure customer needs are being met, outstanding items are monitored, and updates are communicated clearly.
- Coordinate with fulfillment teams to support the timely completion of sales orders and help identify opportunities to reduce delays or improve handoffs.
- Handle gift card orders, including activation processes, account updates, and customer inquiries.
- Process program document requests while working in collaboration with the sales team to fulfill customer and account requirements.
These responsibilities demonstrate the Support Admin’s role in ensuring efficient and effective support for customers, maintaining strong communication with internal teams, responsibly leveraging technology and AI-enabled tools, and contributing to a positive customer experience
Required Skills and Experience
- Minimum 1–2 years’ experience in an office, retail, customer service, sales support, or administrative environment.
- Strong computer skills, including Microsoft Excel, Outlook, Word, Teams, Microsoft D365, Adobe Acrobat, and other business systems used to support customer service, order management, reporting, and documentation.
- Comfortable using AI-enabled tools and emerging technologies to improve efficiency, organize information, draft communications, summarize content, identify process improvements, and support day-to-day administrative tasks while following company guidelines for data privacy, accuracy, and responsible use.
- Ability to learn new systems and digital tools quickly, troubleshoot basic issues, and adapt to changes in technology, processes, and business priorities.
- Strong attention to detail with the ability to accurately enter, validate, track, and maintain customer, order, program, and account information.
- Efficient and adaptable with excellent administrative, organizational, time-management, and follow-up skills.
- Active problem-solving skills with a continuous improvement mindset and the ability to identify opportunities to simplify or improve processes.
- Ability to work with minimal supervision while remaining agile, curious, flexible, accountable, and collaborative in a fast-paced team environment.
- Excellent written and verbal communication skills, with the ability to communicate clearly and professionally with customers, sales teams, internal partners, and leadership.
- Professional, positive, and proactive approach with a strong commitment to customer service and relationship building.
- Bilingual proficiency in French and English; knowledge of other languages is considered an asset.
Academic / Educational requirements
- High School Diploma or equivalent.
- Office Administration Certificate or equivalent.
Compensation
We’re always looking for great talent! In addition to competitive pay, we offer:
- Comprehensive benefits and retirement programs
- Performance incentives
- Other perks to support your well-being
- Career growth opportunities and product discounts
Our typical hiring range is between 35,000 and 45,000. Salary decisions are also dependent on other factors such as your experience, store size and market location, industry benchmarks, internal equity and other role-specific requirements.
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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.
