Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, savings match plans, overtime, shift premiums and a DC Pension Plan after 24 months. If you are passionate about delivering 5 Star Customer Service, we would love to hear from you.
Job Title: Material Centre Representative – Full-Time
Reporting To: Customer Operations Manager
Department: Home Services Operations
Location: Markham
Rate of Pay: Range 3 as per the collective agreement
File Number: 3001
Hours of Work: 35 hours per week: Monday – Friday between 10:00 a.m. – 6:00 p.m. and Saturdays 8:00a.m. – 4:00p.m. (every 8 weeks)
Responsibilities:
Manage calls and enquiries requesting a specific part order
Communicate with vendors if part delivery will not meet designated time within the defined timeline
Provide technical advice with respect to parts, product repair and possible alternative parts
Check current inventory for requested part and release if found
Arrange courier service to address requested
Assist with the resolution of escalated calls as required
Update system of record order notes with required information at each touch point in a timely manner
Create purchase order and provide Vendor with same for replacement part(s)
Resolve vendor disputes with respect to pricing and shipping discrepancies
Follow up to ensure that the delivery arrangements negotiated with the supplier are met.
Maintain a vendor contact and performance file
Originate and complete Stockkeeping Unit Forms (SKU's) for new parts and update old SKU's with new information
Responsible for inbound and outbound interaction with customers
Act as a courteous and friendly central point of contact for both internal and external customers.
Support any internal or external request for part and price availability
Must validate pricing of C parts with vendors
Management of reports and discrepancies within the specified timeline
Proactive management of queue cases within specified timelines
Required to handle escalations by managing customer’s requests including parts
Ability to provide reporting and data analysis as requested by management
Ability to effective resolve customer complaints to the satisfaction of both customer and the company
Undertake special projects and assignments as assigned
Achieve defined productivity and performance measures on a consistent basis
All other duties as assigned by management
Qualifications:
Must have previous experience in a parts role and working knowledge of HVAC products
Customer focused with excellent interpersonal skills
Ability to effectively use Clickschedule, GERS, MS Office & Clarify software programs
Ability to concurrently use various computer information packages in conjunction with telephone/wireless radio communication devices
Proven decision-making skills
Must be capable of working well under pressure and understanding various business processes in relation to different products and services offered
Must be extremely flexible to handle the different scenarios that can arise in dealing with customer issues and make the appropriate decisions accordingly
Ability to maintain focus and work in a fast-paced, pressure filled team environment
Strong organizational skills
Capable of doing financial analysis to rectify variances
Grade 12 education
Post secondary education is an asset
This position applies to UNIFOR Local 975
Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.
