Clerk, Trace Mail
Canada Post - Postes Canada
Ottawa, ON
Job Requisition Id: 18563
Business Function: Finance
Primary City: Ottawa

Other Location(s):
Province: Ontario
Employment Type: Full-Time
Employment Status: Term
Language Requirement: Bilingual Imperative (CCCC)
Employee Class and Level: UPCEA04
Working Hours: 10:00am - 6:00pm
Number of Vacancies: 3
Job Closing Date: 03/07/2019

Job Description
The Clerk, Trace Mail, acts as an interface between customers and Canada Post functions and/or contractors to resolve enquiries pertaining to traceable products and services.

Job Responsibilities
Below are the main responsibilities for the Clerk, Trace Mail.

Listens attentively and communicates effectively to identify customers’ key concerns.

Solves problems by conducting research and working with applicable functions to determine appropriate corrective measures.

Processes and verifies information from various systems to trace missing products, service failures, etc.

Negotiates effectively with customers, Canada Post functions and/or contractors to maintain customer relations and reduce the risk of loss of business to the Corporation.

Maintains a professional rapport with customers throughout the enquiry process, while meeting set standards for enquiry resolution and ensuring proper closure with the customer.

Job Responsibilities (continued)
Reviews, calculates, authorizes and processes the settlement and payment of claim refunds to customers, as per Divisional/Regional and/or Head Office directives in a timely, economical and equitable manner.

Performs emergency procedures provided by Head Office, the National Control Centre, or the Divisional/Regional Office of the Regional Control Centre, for items involved in major incidents and service failures.

Captures, tracks and maintains accurate case records from first point of contact to the completion of the enquiry.

Prepares reports and performs other administrative duties including printing, photocopying and sending information to customers or Canada Post departments to assist in the resolution of issues.

Provides on-the-job training and guidance to new workers.

Completion of secondary school according to provincial standards or equivalent (GED) is required. AND
Completion of post-secondary (College/University) course(s) in a related field is required.


1-3 years of related work experience is required.

Other Candidate Requirements

Working knowledge of SAP and various MS Office software applications, such as Excel, Word and Outlook.
Ability to listen and communicate effectively to identify customers’ key concerns.
Ability to work effectively as a contributing team member.
Other Information
The shift will be 10am - 6 pm

One year term, with possibility of extension or permanency.

Safety Sensitive Positions
This position may be considered a Safety Sensitive position.

Employment Equity
Canada Post is committed to employment equity and encourages applications from women, Aboriginal people, persons with disabilities and visible minorities.

Conflict of Interest
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.

If you are contacted by Canada Post regarding a job opportunity or testing, please advise if you require accommodation.

Important Message
Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.

Leadership Behaviours
Decision Making – A champion of the organization who takes calculated risks and makes prudent, common sense decisions about current issues, future opportunities and resource requirements in a timely, well thought out manner, that aligns with the corporation's best interests.
Accountability – An individual who strives for performance excellence and who holds him/herself and direct reports accountable for decisions and actions and for learning from mistakes when intended results are not achieved.
Business Orientation – A proactive individual who understands the competitive nature of the business, and is committed to sustaining the business through excellent customer service and new business opportunities.
Execution – A focused and self-motivated individual who acts with a sense of urgency and delivers on time and within budget, by dealing effectively with challenges and ambiguous situations.
Leading People – A compelling communicator and leader who engages, motivates and inspires others to achieve results and who encourages personal growth and finding better ways of doing things.

Our Values
Canada Post’s corporate values reflect the principles, beliefs and aspirations that guide our behaviour and shape our culture.
Transformation – We will innovate and transform to win in the marketplace.
Customer – We serve Canadians with pride and passion.
Integrity – We act responsibly and with integrity.
Respect – We treat each other with fairness and respect.
Safety – We are committed to a safe and healthy environment for all our stakeholders.