Careers

Department: Order Coordination Department

Reports To: Client Services Team Lead (Before Delivery) Summary

The Order Coordinator is required to provide a high level of customer service to TG Appliance Group customers at all times while striving to achieve business targets through superior telephone and communications skills. The Order Coordinator is responsible for the product inquires, deliveries and services. Integrity, vision, professionalism and passion are key components of this position and other duties may be assigned as necessary.

Job Duties

• Answer customer questions about stock availability via telephone, email or text
• Schedule deliveries, installations, confirm dates, address and any other important information
• Provide superior customer service to customers in a friendly and upbeat manner
• Ensure all orders are paid before scheduling delivery date
• Investigate and troubleshoot customer service issues as necessary
• Contact customers based on their preferred communication at specific order touch points
• Appropriately communicate brand identity and corporate position
• Provide information about Company products and services, charges and service conditions, and service availability
• Update the system with accurate notes regarding transactions
• Conduct call-backs to ensure customer satisfaction, as necessary
• Work within our CRM (Hubspot) as necessary
• Contact customers that have back ordered product on their invoice and assist in providing a solution
• Back up for Head Office reception as required
• Other duties may be assigned as required

Requirements

• Secondary School Diploma required
• 2 years' experience in an Administrative or Customer Service role preferred
• Strong Team player
• Strong customer service and troubleshooting skills
• Excellent attendance
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
• Able to effectively communicate both verbally and in writing
• Able to work well under pressure
• 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, MS Teams and e-mail
• Hubspot knowledge and experience is an asset
• Proven data entry and typing skills
• Professional appearance and manners
• Any other duties as required by the Manger

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

Department: Commercial

Summary

The Builder Administrator will work within the Builder Department, they will be the contact for Tasco and Goemans builder projects. The Builder Administrator follows all company procedures and policies. The Builder Administrator provides positive company experiences to all projects within the Builder department and is cross trained within all positions.

Job Duties:

• Provide administrative support to the commercial and builder team.
• Represent the builder group in an Order desk capacity
• Process order entry for commercial and builder team.
• Finish invoices after shipment is completed
• Coordinate all necessary arrangements for builder scheduling and installations
• Book installation appointments with customers through phone and email
• Ensure the appropriate contractor is booked
• Research and resolve customer problems
• Ensure routing is completed for installers route sheets
• Provide quotes for installation and assist with any admin work
• Assisting installers when needed
• Call customers regarding outstanding invoices.
• Research and resolve customer problems, acting as the customer liaison between other departments when necessary
• Schedule service calls with manufactures
• Resolve or escalate customer concerns related to parts needed, manufacturer’s involvement, back orders due to parts, or delivery issues.
• Follow up on service tickets and escalate when needed
• Maintaining service tickets
• Process necessary paperwork to rebate customer service charges
• Order Co-ordinate scheduling delivery, all orders for review to ensure that we have all the items in stock, Call customers to set up deliveries, confirm dates, address and any other important information.
• Other responsibilities as required

Requirements

• Secondary School Diploma required.
• Minimum two year in an Administration role
• Strong interpersonal and communication skills.
• Strong customer service and troubleshooting 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.
• Positive, friendly demeanor.
• Strong Team player
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
• Able to effectively communicate both verbally and in writing
• Able to work well under pressure
• 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
• Professional appearance and manners
• Any other duties as required by the Manager

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

Reports To: Store Manager

Summary

The Store Administrator is responsible for managing the day to day administration at their respective store, including processing/fulfillment of all paperwork in an accurate and timely manner, providing expertise to the sales team and customers on non sales related issues, to drive customer satisfaction. The Store Administrator is responsible for a wide variety of clerical office duties in support of the store day to day administration. Includes coordinating and communicating office activities, and customer service.

Job Duties

• Respond to telephone, e-mail, and in-person inquiries from clients, business partners, head office and other parties.
• Refer all inquiries to the appropriate individuals, stores, or departments across the organization.
• Day to day administration at store level, including scheduling and coverage of all functions

outside of sales, updating price tags and floor plans and ensuring adequate supplies are on hand

• Provide superior customer service at the store, maintaining a friendly and professional demeanour at all times.
• Answer incoming phone calls, direct or record messages as necessary.
• Performs office opening and closing procedures and daily banking, cash balancing and closing POS.
• Organize, maintain, and coordinate office records and files in their proper locations.
• Where necessary, assist in compiling data for various reports.
• As a store worker, walk the floor for sales, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions.
• Assist with the scanning process of all inventory and assist when needed
• Create price tags as needed
• Ensure all forms and reports are completed as needed.
• Collect and distribute log sheets and organize data
• Ensure the store is clean and tidy at all times
• Administer and manage inbound/outbound mail, including priority post, packages, courier services, and other correspondence.
• Assist all sales personnel with any administrative duties as requested
• Assist customer service in dealing with all non sales related customer issues e.g. back orders wrong product, shipping errors.
• Manage product transfers in and out of the store in an efficient manner.
• Provide quality control by reviewing invoices in ePass
• Responsible for all inventory movement and regular cycle counts at the store, assisting in

annual inventory count

• Complete daily administrative duties including daily sales balancing and complete banking
• Assist in the development of process & procedures for continuous administrative efficiencies and improvements across retail
• Participate in special events such as private sales, boxing day sales ect.
• Complete other assigned tasks as required.

Requirements

• High school diploma or GED, or an acceptable combination of education and experience.
• 2-4 years of direct work experience in a receptionist capacity.
• Strong knowledge of general office procedures
• Strong customer service orientation.
• Able to write simple correspondence, including memos, letters, etc.
• General mathematical skills.
• Ability to apply understanding to carry out instructions in written, verbal, or diagram form.
• Adjusts and is flexible to meet changing work needs and demands.
• Knowledge of supplies, equipment, and/or services ordering, as well as inventory control of these items.
• Superior telephone manners and strong interpersonal skills.
• Strong written and verbal skills to communicate with all levels of the organization and its executive team.

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.

Department: Operations Admin

Reports To: Director, Operational Excellence

Summary

The Operations Administrator provides professional and courteous service and resolves customer issues in a timely and efficient manner. The Customer Service Representative is responsible for serving customers 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

• Excellent negotiator and communicator on the phone and email while always maintaining a friendly and professional demeanor.
• Submit monthly Comerco sales (extended warranty submissions)
• Process monthly Comerco error reports and reply to Comerco with corrections.
• Review monthly Comerco error report for sales corrections and triage to sales division.
• Run Comerco Credit Summary Report daily for Comerco billing/submissions.
• Investigate all Extended Warranty Value Back Credit inquiries to determine eligibility amount via Comerco Service Portal
• Process all Extended Warranty Value Back Credits in e-Pass and communicate back to sales/cx service agent.
• Finish all WAR and WARG value back credit invoices.
• Run SN13 Report to track and maintain RAPCS location. (RA Pending Location)
• Maintain and track “DSERV” location for units requiring to be serviced at our whs from exchanges.
• Manage “Supplier Claim Back” Hubspot conversation inbox (Includes creating TS’s for any credits received into purchasing department)
• Process all -COMP invoices in relation to customer compensation i.e. damage allowance or gift certificates
• Run daily Negative Model Report to audit exchange invoices and determine if a TS invoice is required. (Ensure accountability and restocking fees have been addressed)
• Create TS invoices to recoup any TG incurred costs associated with manufacturer exchanges or concealed damage claims.
• Run TS reports daily (Open TS’s in e-pass) to bill back manufacturers for all claim backs. Includes -COMP
• Submit all Supplier claim backs based on supplier submission requirements (PK0021A).
• Finish all invoices related to exchanges including TS’s and -COMP invoices. (Shipped History Report)
• Review and provide all information to sales or ACI agents to process extended warranty value back credits.
• 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 always.
• 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