Careers

Summary

The Customer Service Representative (CSR) provides professional and courteous service and resolves customer issues in a timely and efficient manner. The Customer Service Representative is responsible for serving customers in via the telephone. The CSR is accountable for dealing with customer complaints, inquiries and processing transactions. The CSR provides positive company experiences to all customers.

Job Duties:

• Provide superior customer service on the phone and email, maintaining a friendly and professional demeanor at all times.

• Review and confirm all details related to the customer issue (eg. Invoice, customer, product, issue, manufacturer’s warranty, non-warranty).

• Research and resolve customer problems, acting as the customer liaison between other departments when necessary

• Resolve or escalate customer concerns related to parts needed, manufacturer’s involvement, back orders due to parts, or delivery issues.

• Booking Service calls under manufactures warranty and extended warranty, ensure all information is correct with full name and address

• Review extended warranty submissions.

• Input tracking data to capture quality control.

• Assist customers in getting an RA (Return Authorization) from the manufacturer should the appliance be damaged, defected or serviced multiple times as per an authorized service centre.

• Assist a customer in obtaining compensation i.e. damage allowance or gift certificates if they are willing to keep the product

• Assist customers in getting any missing parts or manuals upon delivery either through specified parts distributor or manufacturer.

• Complete paper work for customer exchanges or returning a product

• Update customer notepad in the system to record all calls to customer service

• Locate original orders including quotes and any packing slips should the customer claim they have received something in error

• Locate original paperwork should a customer want to renew warranty.

• Locate authorized service centres, should one not be listed for a particular area within Ontario.

• Complete follow up calls.

• Process necessary paperwork to rebate customer service charges

• Complete other assigned tasks as required.

Requirements:

• Secondary School Diploma required.

• 2 years customer service experience in appliance industry an asset

• Strong Team player

• Strong customer service and troubleshooting skills

• Ability to perform in an environment with frequent interruptions and short deadlines.

• Positive, friendly demeanor.

• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment

• Ability to effectively use investigative questions techniques to resolve problems.

• Attention to detail, and able to meet deadlines under time pressure.

• Able to effectively communicate both verbally and in writing

• Able to work well under pressure

• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times

• Computer literate, including effective working skills of MS Word, Excel and e-mail

• Proven data entry and typing skills

• Professional appearance and manners

Skills required to do the job:

• Excellent interpersonal and organizational skills.

• Excellent written and verbal communication skills.

• Able to handle multi-tasking in a professional and organized environment.

• Above average level of accuracy and detail-oriented.

Location: GTA & London

Reports To: Installation Manager

Summary

The Installer Helper assists with appliance installations into customer’s homes, free of damages and done in a timely, safe and professional manner.  The Installers must communicate with coordinators to report any issues and completion of jobs, as well as communicate with customers on installation arrival times. 

Job Duties

• Complete installations in customer homes without damage.
• Ensure installations are completed safely.
• Carefully deliver products into client kitchens.
• Ensure supply’s on vans are maintained/maintenance/oil change appointments are booked.
• Communicate with service and install department on jobs completed, issues or concerns
• Complete all paperwork accurately through company iPads.
• Drive install vehicle safely and appropriately. Keep clean inside and out.
• Communicate with customers regarding arrival time and completion time
• Follow up with outstanding installations, liaising with Installations and Distribution manager to resolve any issues.
• Meet company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in compliance with company policies, procedures, legislation, regulation and directions, and identify non-compliance for resolution.
• Participate and comply with all health and safety processes and initiatives to ensure that TG Appliance Group Inc. remains a safe workplace.
• Complete other assigned tasks as required.
• Be presentable and in company uniforms daily.

Requirements

• High school diploma or GED, or an acceptable combination of education and experience.
• 1 year appliance installation experience
• Gas fitter licence (G2 or G3)
• Excellent customer service skills
• Strong interpersonal and communication skills
• Ability to effectively use investigative questions techniques to resolve problems.
• Attention to detail, and able to meet deadlines under time pressure
• Ability to communicate persuasively with internal and external contacts with tact, courtesy, and confidentiality
• Hold a valid Driver’s licence with access to a working car
• Ability to perform in an environment with frequent interruptions and short deadlines.
• Construction/Trades experience

Physical Demands:

• Work is performed outside and in client’s homes.
• Travel throughout Southern Ontario is required.
• Vehicle requires sitting for extended periods, reaching, twisting, and full control of arms and legs.
• Ability to lift heavy objects safely up to 200 lbs. with assisted devices.
• Physical dexterity, good hand-eye coordination, full vision and depth perception.
• Ladder work required should not be afraid of heights inside or out.

Reports To: Installation Manager

Summary

The Installer Helper assists with appliance installations into customer’s homes, free of damages and done in a timely, safe and professional manner.  The Installers must communicate with coordinators to report any issues and completion of jobs, as well as communicate with customers on installation arrival times. 

Job Duties

• Complete installations in customer homes without damage.
• Ensure installations are completed safely.
• Carefully deliver products into client kitchens.
• Ensure supply’s on vans are maintained/maintenance/oil change appointments are booked.
• Communicate with service and install department on jobs completed, issues or concerns
• Complete all paperwork accurately through company iPads.
• Drive install vehicle safely and appropriately. Keep clean inside and out.
• Communicate with customers regarding arrival time and completion time
• Follow up with outstanding installations, liaising with Installations and Distribution manager to resolve any issues.
• Meet company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in compliance with company policies, procedures, legislation, regulation and directions, and identify non-compliance for resolution.
• Participate and comply with all health and safety processes and initiatives to ensure that TG Appliance Group Inc. remains a safe workplace.
• Complete other assigned tasks as required.
• Be presentable and in company uniforms daily.

Requirements

• High school diploma or GED, or an acceptable combination of education and experience.
• 1 year appliance installation experience
• Gas fitter license (G2 or G3)
• Excellent customer service skills
• Strong interpersonal and communication skills
• Ability to effectively use investigative questions techniques to resolve problems.
• Attention to detail, and able to meet deadlines under time pressure
• Ability to communicate persuasively with internal and external contacts with tact, courtesy, and confidentiality
• Hold a valid Driver’s license with access to a working car
• Ability to perform in an environment with frequent interruptions and short deadlines.
• Construction/Trades experience

Physical Demands:

• Work is performed outside and in client’s homes.
• Travel throughout Southern Ontario is required.
• Vehicle requires sitting for extended periods, reaching, twisting, and full control of arms and legs.
• Ability to lift heavy objects safely up to 200 lbs. with assisted devices.
• Physical dexterity, good hand-eye coordination, full vision and depth perception.
• Ladder work required should not be afraid of heights inside or out.

Department: Installations Admin

Reports To: Installations Admin Team Lead Summary

Summary

The Installations Administrator is responsible for servicing customers via the telephone. They are accountable for setting up Installation appointments, handling customer complaints, inquiries and processing transactions. The Installations Administrator provides a professional and positive company experience to all customers.

Job Duties

• Book delivery and installation appointments with customers through phone and email

• Review delivery and installations booked for accuracy of information and site readiness while also identifying any special needs required

• Ensure all orders are paid prior to any scheduling

• Update invoice documents and notepad in the internal computer system to record inquiries and actions taken by the installation department

• Respond to all inquiries from other departments with respect to file reviews and asap requests in an efficient and respectful manner

• Act as a point of contact for the department

• Investigate and troubleshoot customer service issues and damage claims as necessary

• Provide quotes for installations and assist with any administrative work

• Manage tasks, resources and priorities, to best meet the needs of our external and internal clients

• Complete quality checks for upcoming appointments to ensure site readiness and sale accuracy

• Work with the sales associates to ensure the customer’s needs are taken care of

• Monitor and address any issues within the installation inbox

• Assist customers and technicians with questions or concerns regarding their invoice.

• Use provided tools to monitor driver and technician locations and progress to forecast remaining durations and anticipate any potential issues for upcoming appointments

• Update the system with accurate notes regarding transactions

• Prioritize multiple competing requests while maintaining a high level of service

• Other related duties as requested by the Manager

Requirements

• Secondary School Diploma or equivalent

• 2-5 years' experience in Customer Service preferred.

• Strong customer service and troubleshooting skills

• Able to effectively communicate both verbally and in writing

• Able to work well under pressure dealing with escalated calls in a busy work role

• Strong attention to detail

• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times

• Computer literate, including effective working skills of MS Word, Excel and e-mail

• Proven data entry and typing skills

Department: Transportation

Reports To: Transportation Manager

Summary

The Delivery Driver performs the essential service of delivering the product to the customer on schedule and in original condition. The Delivery Driver represents TG Appliance Group as the first on-site contact providing excellent customer service.

Job Duties

• Delivery Driver, with the assistance of helper(s), will unload appliances at customers’ homes and commercial builder sites, uncrate and set-in-place in the area requested by the customer, and perform basic hookup.

• Use a tablet to get route info, provide updates, take pictures of delivered or damaged product, and complete customer signed PODs.

• Operate 26 foot straight truck (no air brakes) in a safe, courteous, efficient manner, and comply with all MTO regulations.

• Verify product condition and order accuracy during loading and unloading.
• Meet company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in compliance with company policies, procedures, legislation, regulation and directions, and identify noncompliance for resolution.

• Participate and comply with all health and safety processes, initiatives, and training to ensure a safe workplace.

• Provide excellent customer service throughout the delivery and setup process
• Arrive to work in neat, clean, company supplied uniforms
• Complete other assigned tasks as required.

Requirements

• Minimum D Commercial Driver’s License
• 2+ years commercial driving and delivery experience preferred
• Clean Abstract and CVOR (No more than 2 moving violations in the past 12 months)

• Experience and knowledge of vehicle inspections and HOS regulations
• High school diploma or equivalent would be an asset but not mandatory
• Ability to lift/climb/bend/stoop/reach and move heavy items and appliances
• Ability to use hand tools to complete basic appliance install and removal
• Communicate with internal and external contacts with tact, courtesy, and respect

Physical Demands:

• Ability to lift, bend, reach, stoop, kneel and move heavy objects safely up to 200 lbs. or more as required with assisted devices.

• Work is mostly performed in a vehicle and warehouse.
• Fluctuations in temperature and noise.
• Mental alertness is required at all times while operating a vehicle.
• Strong organization and adherence to specified time lines.
• Warehouse environment requires standing, walking, lifting, talking, hearing, and occasionally stoop, kneel or crouch.

• Vehicle requires sitting for extended periods, reaching, twisting, and full control of arms and legs.

• Physical dexterity, good hand-eye coordination, full vision and depth perception.
• Work is performed in a combination of environments.
• This position may be exposed to elements such as noise, dust, odors, fumes and oils.

Reports To: District Manager

Supervises: Sales Associates

Summary

The Retail Store Manager is the store’s Business leader and oversees the management of the day-to-day operations and financial performance of the assigned retail location(s). They align the strategic direction of the store with corporate direction and ensures that all project/department milestones/goals are met while adhering to approved budgets. Builds strong partnerships with the management support team, to utilize the support provided to lead the store in various areas.

Achieves/Exceeds all financial and operational objectives which include expense control, loss prevention, audits/checklists, weekly reports and effective execution of vendor promotions.

Ensures long-term business growth in accordance with company's core values and the execution of established policies & procedures. Coaches and develops staff to ensure high level performance while creating bench strength for future growth. Cultivates a healthy work-culture through positive recognition and creating an environment where opinions matter.

Possesses an extensive knowledge of department processes while creating / maintaining a significant influence over the delivery of an extraordinary customer experience, and the nurturing of a total customer satisfaction culture. Makes sound business decisions and effectively communicates to all staff members by providing direct transparent and consistent communications with the store team to ensure alignment between the store and the corporate head office.

Job Responsibilities:

• Directly responsible for achievement of sales and performance metrics through effective leadership, decision making and judgement.
• Ensures that all practices meet applicable legal requirements, policies and procedures; promotes and follows all regulatory safety protocol

• Accountable for recruiting, training and development of store personnel; administrative and Sales Manager; coaching staff through consistent feedback to create a team of strong brand ambassadors with excellent customer service orientation.
• Must keep a steady pipeline of internal and external candidates, through recruitment and succession planning to sustain appropriate staffing levels to achieve store goals.
• Consistently ensuring the floor is fully stocked and in compliance with planned visual merchandise, managing inventory levels, and product flow.
• Implement and maintain store processes to efficiently and effectively operate the assigned location
• Strong ability to identify underlying principles of quantitative and qualitative information and translate information into action.
• Maintains store cash handling records, reports, staffing schedules and opening and closing procedures in tandem with Store Administrator
• Overseeing loss prevention, shrink goals, monitoring store inventories and ensuring the highest level of accuracy
• Accountable for the execution and completion of Performance Management programs

Requirements

• BA in Business Administration, or related field preferred, with 3-5 years store management experience
• Demonstrated critical thinking skills and possesses strong time management expertise
• Retail Operations experience including: sales, customer service, merchandising, inventory control, store budget preparation and loss prevention
• Knowledge in staffing, coaching, counseling, training, development, employee corrective action and performance management
• Able to coordinate and manage a team to accomplish multiple tasks in a fast-paced environment
• Demonstrated ability to lead a team to coordinate operational tasks, and will occasionally participate in those tasks when additional support is needed
• Able to effectively communicate both verbal and written
• Proficiency in MS Office, MS Word, MS Excel and data base management
• Weekend and Evening availability as business needs dictates

Skills required to do the job:

• Excellent interpersonal and organizational skills.
• Excellent written and verbal communication skills.
• Able to handle multi-tasking in a professional and organized environment.
• Above average level of accuracy and detail-oriented.

Supervises: Warehouse Associates

Summary

The Warehouse Operations Manager will oversee all aspects of warehouse operations for our appliance retail company. The Warehouse Manager will be responsible for managing just-intime (JIT) inventory, coordinating timely delivery, handling reverse logistics, and optimizing direct-to-consumer (D2C) operations. This role requires strong expertise in retail logistics, supply chain management and a proven track record in warehouse and logistics management.

Job Duties

• Training and coaching a team of 20-25 warehouse associates

• Oversee all warehouse activities including receiving, storing, inventory management, order fulfillment and shipping of appliances

• Optimize warehouse layout and storage systems to maximize space utilization and streamline operations for efficient appliance handling

• Develop and enforce standard operating procedures (SOPs) to maintain accuracy, quality and safety in all warehouse processes

• Monitor and analyze warehouse performance metrics, identify areas for improvement, and implement process enhancements to increase efficiency and reduce costs

• Ensure comprehensive recordkeeping, reporting and systems are in place to ensure the accuracy of data

• Oversee the development, implementation and maintenance of robust inventory management systems and processes

• Develop and implement just-in-time (JIT) inventory strategies to minimize inventory carrying costs while ensuring optimal stock levels to meet customer demand

• Develop and manage an efficient reverse logistics process for handling customer returns, appliance repairs, and refurbishments

• Oversee fulfillment of direct customer orders, ensuring accurate order processing, efficient picking, packing and timely delivery of appliances

• Continuously improve direct-to-consumer (D2C) operations by implementing robust order management systems, optimizing packaging processes and enhancing overall customer experience.

• Oversee health and safety training and compliance with health and safety regulations

• Other duties as required

Requirements

• Bachelors degree in supply chain management, logistics, business administration or a related field

• 5 years of experience in warehouse and logistics management, preferably in appliance retail industry

• Strong knowledge of JIT principles, appliance logistics, supply chain management, and industry best practices

• Excellent leadership and communication skills to effectively manage a diverse team and collaborate with cross-functional departments

• Strong analytical and problem-solving abilities with a focus on data driven decision making

• Ability to work under pressure, prioritize tasks, and meet deadlines in a fast-paced environment

• Familiarity with regulatory requirements and compliance related to warehouse and logistics operations

Physical Demands:

• Manual dexterity required to use desktop computer and peripherals

• Overtime as required

• Lifting or moving up to 100 lbs may be required with assisted lifting devices

• Work is performed in a combination of environments

• This position may be exposed to elements such as noise, dust, odours, fumes and oils

Location: Brampton Head Office
Day Shift Schedule: 8:00 AM - 4:30 PM

Evening Shift Schedule: 5:00 PM – 1:30 AM

Summary

The Warehouse Worker will be responsible for ensuring the accurate and seamless processing of incoming and outgoing shipments. The Warehouse Worker must load and unload shipments regularly, with the capability of repetitive heavy lifting, and use any necessary equipment, e.g. lift truck, forklift, etc. Other responsibilities will include the inspection of incoming and outgoing shipments to verify contents and quality, and may be required to assist in the scheduling of freight appointments.

Job Duties:

• Prepare receiving dock to accept incoming product.
• Match incoming and outgoing product with purchase orders.
• Verify product bar codes.
• Ensure all new products have a barcode assigned
• Inspect product to ensure saleable condition with acceptable barcode assignment
• Operate a Forklift or Electric Pallet Jack in a safe manner to move received product.
• Maintain a safe work environment.
• Process all required paperwork and maintain adequate records for reporting and tracking.
• Track shipments and verify receipts of shipments as required.
• Manage inventory of shipping materials and supplies.
• Sort and distribute incoming shipments.
• Report discrepancies to immediate supervisor.
• Problem solve for any cases of missing documents, shipments and deliveries.
• Perform other duties as assigned.

Requirements:

• High school diploma or GED.
• Able to communicate both verbally and in writing.
• Basic mathematical skills.
• Working knowledge of safe lifting methods.
• Attention to detail in all areas of work.
• Experience in industry preferred.
• Forklift certification preferred.

Physical Demands:

• Overtime as required.
• Lifting or moving up to 50 lbs may be required.
• Work is performed in a combination of environments.

Department: Supply and Demand

Overview

The Supply and Demand Specialist (SDS) is primarily responsible for balancing inbound inventory to match outbound customer shipments. In this role you will make decisions about what to bring in, when to bring it and how much is needed. SDS’s work closely with Supplier Reps and Order Desks, as well as the Warehouse team to ensure accuracy in our Purchase Orders, ETA’s, shipping, and invoice pricing.

Job Duties

• Manage purchase decisions from weekly local fulfillment orders to maintain stock levelsto meet immediate demand

• Work with internal and external business teams to develop weekly orders, vendor managed programs, and inventory analysis

• Develop strategic relationships with vendors through regular conference calls and meetings to review the forecast, shipments, stock, backorders, EOL product transitions

• Communicate with internal departments to resolve service-related issues to ensure orders shipments and claims are processed in a timely manner

• Ensure timely and accurate invoices are submitted to TG from suppliers, and work with internal accounting department to process those through our system, submitting claims back to suppliers for any overcharges

• Maintain ETA dates in epass orders as best as possible, to inform other departments of expected supply arrival and disruption; work with the Order Coordinator Department if alternative stock is needed; work with the Warehouse Department to ensure receiving appointments are booked, and any short shipments are reported back to suppliers

• Process credits from suppliers, communicate with Accounting to apply credit to correct GL account, and communicate with suppliers to ensure product return credits are processed in a timely manner

• Other duties may be assigned as required.

Requirements

• Advanced computer skills a must (Microsoft Excel / Word / PowerPoint)

• University / College degree or equivalent work experience

• Replenishment / forecasting experience preferred

• Ability to work with complex Excel spreadsheets utilizing formulas, on a daily basis

• Strong analytical and problem definition skills; high attention to detail.

Skills required to do the job:

• Excellent interpersonal and organizational skills.

• Excellent written and verbal communication skills.

• Able to handle multi-tasking in a professional and organized environment.

• Above average level of accuracy and detail-oriented.

• Creative problem solving
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