Service and Bulk Coordinator
The Service and Bulk Coordinator is part of a team responsible for all activities involved in effectively executing daily propane deliveries to our customers, in a large geographic territory across Northeastern Ontario. This role is also responsible for managing the service technician(s) delivering high quality maintenance/repair/installs of propane equipment and other energy related products in a positive and professional manner and working closely with the Lead Service and Bulk Coordinator and Customer Experience Representative to ensure a high level of customer satisfaction.
What you will be doing as a Service and Bulk Coordinator:
- Maintain/improve our high level of customer service by ensuring safe, timely and cost effective delivery to our customers, coordinating with drivers, sales, service and management as necessary.
- Daily: answer phones; receive orders from customers, prepare delivery data and dispatch deliveries and drivers.
- Plan and organize “will-call” deliveries and dispatch accordingly.
- Utilize the GeoTab (GPS) and Navision software to reference conversations with clients, their site locations, equipment and refueling requirements.
- Receive COD delivery requests, prepare credit card preauthorization utilizing template, monitor delivery and once complete forward dollar value of actual amount of propane delivered (invoice amount) to AR/Credit Team to process actual payment.
- Ensure customer account information is accurate and current, including the calculation of fill frequency dates.
- Enter product line information onto all new customer accounts; calculate fill frequency dates and record.
- Use of proprietary dispatch software and schedule truck routes for next day deliveries.
- Run “Autorun Report” to determine appropriate degree day fills; analyze data to properly determine fills. Escalate to Supervisor with any questions or inconsistency with data.
- Enter sales leads into ADDs system or directly transfer calls to the Inside Sales Representative.
- Work with sales and large customers to plan out demands, scheduling their deliveries etc. to ensure no product shortages or issues.
- Provide assistance and direction to drivers regarding routes, equipment utilization & customer requirements.
- Manage technicians ensuring that the standards set for excellence, customer satisfaction, productivity and cost control are met.
- Ensure that the technicians submit all documents for work performed.
- Enter all information is accurately entered in Navision.
- Maintain records for comprehensive inspections, record all hazards as reported.
- Undertake and ensure quality control is carried out so that all work complies with current codes, gas safety regulations and standards.
- Utilize ADDs Systems to enter, update, and manage customer information.
- Work closely with the Customer Experience Representative to develop and maintain excellent customer relations and resolve customer complaints.
What you should have as a Service and Bulk Coordinator:
- Post-secondary education or equivalent.
- Demonstrated commitment to excellent customer service.
- Intermediate to advanced computer software skills (Microsoft Outlook, Excel and Word).
- Highly organized, efficient, able to perform a variety of tasks simultaneously.
- Excellent communication and organizational skills.
- Bilingualism an asset.
- Experience with Customer Relationship Management software (CRM) an asset.
- Experience with Navision an asset.
- Knowledge of propane industry beneficial.
- Previous experience with a high-paced call centre/customer service/dispatch role is required
- Logistics/distribution industry experience desirable
- Must be able to pass pre-employment testing including drug and alcohol screening and a physical.
- Must possess a valid G class driver’s licence and a reliable vehicle.
What you will receive in return as a Service and Bulk Coordinator:
- The hourly rate for this position ranges from $50K-$60K depending on qualifications and experience.
- Eligible for paid vacation time.
- Eligible for Group Benefits plan after 90 days and Group RRSP plan after one year of service.
Where you will be working as a Service and Bulk Coordinator:
Job Types: Full-time, Permanent
Pay: $50,000.00-$60,000.00 per year
Work Location: In person
