Agent, Customer Service

At RONA, over 22,000 employees let their passion blossom every day. Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities we serve.

We operate or service some 425 corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to big box stores, our RONA+, RONA, Réno-Dépôt, and Dick’s Lumber banners are well equipped to help meet the needs of all DIYers and contractors.

You’ve got the talent? We’ve got the tools Here, your work and ideas will contribute to building a flourishing organization. Your voice will always be heard and valued. You’ll find career opportunities that live up to your ambitions and be able to further develop your unique set of skills.

So, if you’re looking to do what you love, we could be a perfect match.

**Our expectations**:
Reporting to the Quality Assurance Supervisor, the Customer Service & Claims Agent will be responsible of providing support to Distribution Centers operations and stores. He/She provides support for store/vendor and dealer claims, compliance management and the financial PO (Puchase Order) process. He/She will provide the best customer service experience to the stores in his/her area and will resolve any types of claims (cancellations, add-ons, return process from stores to distribution center, transport/order issues, product shortage/overage, etc).

**Shift**: Monday to Friday 8 am to 4:30 pm

**Location**: Boucherville Distribution Center

**The role**:

- Provide timely customer service to stores in areas including order management, cancellations or add-ons, and claims
- Investigate dealer claims and analyse the cost effectiveness of returns vs. discounts; manage the return process from dealer to Distribution Center
- Coordinate product returns from store to Distribution Center with Transportation and Operations
- Communicate with vendors to resolve receiving issues related to product data
- Ensure vendors are compliant with established policy and communicate with Operations findings and opportunities
- Arrange vendor payment for warehouse requests for product/tools and projects
- Source vendors and create accounts for Distribution Center projects and provide financials to specific departments
- Quality Assurance which will include but is not limited to verifying claims for picking accuracy, ensuring warehouse shipping & receiving quality control etc.
- Manage daily pickups and manifests from home delivery carriers while troubleshooting any issues that may arise to maximize customer experience
- Partner with Operations, Carriers, and the Call Centre to resolve issues with damaged, lost merchandise
- Maintain the Store Support line
- Perform other duties as required
- Support the Distribution Center with various administrative tasks
- Create purchase requisitions / P.O. (PeopleSoft) to order or pay for materials, goods, supplies, or services rendered to the Distribution Center
- Filing documentation

**The qualifications we are looking for**:

- Be comfortable with computer systems (Excel, Word, Outlook)
- Be responsible, demonstrate autonomy, initiative and be able to work in a team
- Have a strong sense of customer service. Previous experience resolving Distribution Centers or store claims (strong asset)
- Able to carry out data entry rapidly & efficiently with accuracy

**By joining the RONA family, you’ll enjoy many benefits, such as**:

- A fitness centre, sports activities, and showers
- A childcare centre that can accommodate up to 78 children
- A cafeteria with a delicious menu prepared by a dedicated chef, healthy options, as well as FARO Roasting Houses and Tim Hortons coffee stations
- Exclusive employee discounts, plus a 10% discount on store merchandise (at all RONA locations)
- Benefits: group insurance, retirement savings plan, annual bonuses, student incentive program, etc.
- Electric car charging stations
- Career growth opportunities within the company
- An inclusive and safe working environment
- Promotion of work-life balance
- An employer that’s involved in the community
- And much more