Order Desk Representative, Plumbing and Heating

3 months ago

Toronto, Canada Independent Mechanical Supply Inc. Full time

Since launching in 2009, Independent Mechanical Supply (IMS) has become GTA contractors’ preferred distributor of plumbing, hydronics, and PVF products. We’re proud to have one of the largest product selections in the industry. Our customers love both our selection and working with our team.
Overview
In this role, you will be responsible for providing exceptional sales support, coordinating with vendors, handling customer inquiries, and ensuring efficient order processing. Your ability to multitask, communicate effectively, and maintain strong relationships with customers and internal teams will contribute to the success of our order management operations.
**Cores Responsibilities**:

- Entering Small Quotations (QB): Accurately enter and process small quotations into the system. Provide timely and accurate quotes to customers.
- Entering Type 01 (Day to Day) Orders: Process and enter day-to-day customer orders into the system. Ensure accurate and timely order fulfillment.
- Entering Type 05 (Ecom) Orders: Process and enter e-commerce customer orders into the system. Ensure accurate and timely order fulfillment for online customers.
- Receive Customer Inquiries via Phone: Handle customer inquiries and provide information over the phone. Address questions, resolve issues, and maintain excellent customer service.
- Respond to Customer Q&A on Product: Address customer questions and inquiries regarding product features, specifications, and usage. Provide knowledgeable and helpful responses.
- Respond to Customer Verbal Price Checks: Handle customer requests for verbal price checks. Provide accurate and up-to-date pricing information in a professional manner.
- Send Order Confirmations: Generate and send order confirmations to customers. Ensure accuracy of order details, delivery dates, and pricing.
- Suggest Products to Be Stocked by IMS: Provide recommendations regarding potential products to be stocked b sed on customer demand and market trends.
- Support IMS Chat: Provide assistance and support to customers using the IMS chat system. Address inquiries, provide information, and resolve issues.
- Tracking Shipments: Track and monitor the status of shipments to ensure timely delivery. Communicate with relevant parties to address any delays or issues.
- Calling Vendors for ETA on Non-Stocked Items: Proactively contact vendors to inquire about the estimated time of arrival for items not currently stocked. Maintain regular communication with vendors to provide accurate information to customers.
- Calling Vendors for Pricing on Non-Listed Items: Contact vendors to obtain pricing information for products not listed in our inventory. Ensure accurate and competitive pricing for customers.
- Collecting Payment for COD Customers: Handle cash-on-delivery transactions, collect payments from customers, and maintain accurate records of transactions.
- Coordinating IBTs (Inter-Branch Transfers): Collaborate with relevant teams to ensure efficient transfers.
- Coordinating with Shipping for CRA Pickups: Collaborate with the shipping department to coordinate pickups for customer returns and exchanges. Ensure timely and accurate processing of customer return requests.
- Coordinating with Shipping for Deliveries: Collaborate with the shipping department to coordinate and arrange deliveries. Ensure timely and accurate delivery of orders to customers.
- Enter Large CRA's (Customer Return Authorizations): Accurately enter and process large customer return authorizations into the system. Ensure proper documentation and efficient handling of customer returns.
- Enter Small CRA's (Customer Return Authorizations): Accurately enter and process small customer return authorizations into the system. Ensure proper documentation and efficient handling of customer returns.
- Expediting Product on Backorder: Monitor and expedite the processing and delivery of products on backorder. Collaborate with relevant departments to ensure timely fulfillment.
- Fielding & Resolving Customer Complaints: Address and resolve customer complaints in a professional and timely manner. Provide effective solutions to ensure customer satisfaction.
- Foster Customer Relationships: Build and maintain strong relationships with customers. Understand customer needs, provide product recommendations, and offer exceptional service.
- Collaborate with OSRs (Outside Sales Representatives): Work with outside sales representatives to address customer inquiries, resolve issues, and provide support. Maintain open communication channels to enhance the overall customer experience.
- Listed Product Stock Check: Regularly check and monitor the stock levels of listed products. Ensure accurate inventory management and availability for customers.
- Process Customer Rentals: Facilitate the process of customer equipment rentals. Manage documentation, scheduling, and coordination with other departments.
- Process Warranty Claims: Assist customers with warranty claims by gathering nec

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