Order Desk Coordinator

4 weeks ago

Hamilton, Ontario, Canada Northstar Access Full time
Job Summary

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.

Key Responsibilities
  • Provide diligent and timely response to customer enquiries (walk-ins, telephone, email, etc.)
  • 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.
Requirements
  • High school diploma or GED required
  • 2+ years of customer service experience, rental equipment experience, an asset
Preferred Qualifications
  • 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 minimal supervision under tight time constraints – a strong work ethic and positive attitude
  • Computer literate, including effective working skills of MS Word, Excel, and e-mail (Outlook)
  • 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

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