Order Desk Coordinator

3 weeks ago

Hamilton, Canada Northstar Access Full time

**Who is Northstar**:
Northstar Access is the leading provider of safe, temporary access solutions to construction and industrial markets across Canada. We provide end-to-end service (design, engineering, delivery, installation, rental, and sales), and our growing list of products include scaffolding, shoring, swing stages, edge protection, material hoists, and mast climbing work platforms. Northstar’s customers depend on them for high-quality products, exceptional installation services, industry-leading experience, and a dedicated focus on safety. Since 2012, Northstar has expanded from its original location in Southern Ontario, and now operates from 5 branches across Ontario, Manitoba, and British Columbia, employing more than 350 experienced professionals.

**Who are we looking for**:
The Order Desk Coordinator is a customer-facing position responsible for taking orders, providing quotes and walk-in sales, resolving customer issues, responding to customer inquiries, and other duties as assigned.

**MAJOR JOB DUTIES AND RESPONSIBILITIES**:

- Able to determine customer needs to recommend the most appropriate solution(s) in a professional and timely manner
- Prepare quotes, order documents, shipping documents, and contracts as required
- Inform customers by telephone of order information, shipping dates, and any anticipated delays
- Review available inventory of equipment
- Assist with organizing of deliveries and logistics - including shipments, returns and scheduled delivery and pick-ups, as needed
- Collect payment for orders and process credit card payment as appropriate
- Receiving and processing orders from customers, sales representatives, estimators, etc.
- Serve as key point of contact for rental customers
- Assist rental customers with orders and standard account-related requests
- Research and resolve customer problems, acting as the customer liaison between other departments when necessary
- Work with the sales and operations teams to identify opportunities for new products, process improvements, or customer outreach programs.
- Cross-sell products and services based on customer needs, in accordance with the company standards
- Coordinate documentation for receiving and shipping in yard and entering data into inventory management software
- Assist with annual inventory count and coding
- Work with accounting/ finance team to ensure Quantify software is updated as required.
- Other duties, as assigned

**QUALIFICATIONS**:

- High school diploma or GED required
- 2+ years of customer service experience, rental equipment experience, an asset

**KNOWLEDGE, SKILLS, AND ABILITIES**:

- Knowledge of construction equipment rental and sales, scaffolding knowledge preferred
- Familiarity with point-of-sale payment processing systems
- Exceptional customer service and troubleshooting skills
- Intermediate experience in Excel and ERP, or any inventory management software required
- Able to deal with customers sensitively, tactfully, diplomatically, and professionally
- Strong conflict resolution and negotiation skills
- Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
- Strong communication skills, both verbally and in writing
- Ability to take initiative and work with mínimal supervision under tight time constraints - a strong work ethic and positive attitude
- Proven data entry skills coupled with a strong attention to detail
- Ability to collaborate with cross-functional team members
- Ability to follow safety protocols and wear required personal protective equipment

**ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT**
- Works frequently in an office setting with adequate lighting and ventilation and provided with a normal range of room temperature and noise level
- Works occasionally in outdoor environments where temperatures will range

throughout the various seasons with exposure to cold and hot temperatures
- Constant use of arms and hands to type at a computer and reach for, handle, carry, and manipulate objects
- Occasional carrying of objects up to 50lbs
- Standing and walking occurs frequently
- Frequent volume of work and deadlines that could impose mental strain and require focus on a routine basis. Work assignments are diversified. Frequent focus required to complete analysis and resolve unique problems. Recollection of past precedent

may be required to resolve work problems.
- The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job._

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