Material Centre Representative

2 months ago

Markham, Canada ENERCARE Full time

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**: 2653
**Hours of Work**: 35 hours per week: Monday - Friday between 10:00 a.m. - 6:00 p.m. and rotational Saturdays (every 9 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.

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