Careers

Location: Pickering, Pickering, Burlington

Reports To: Store Manager

Summary

The Sales Professional is responsible for producing sales and providing prompt, courteous and knowledgeable service to clients and customers. The Retail Sales Professional works with customers within the retail store location to deliver on sales targets, gross margins and high levels of customer satisfaction.  The Retail Sales Professional ensures that strong customer relationships are nurtured to grow revenue from existing accounts and executes new business strategy to ensure that sales targets are attained through new accounts.

Job Duties                                                                  

• Generate sales
• Greet customers and maintain a high level of customer service
• Ensure accuracy in all transactions, inventory, and procedures
• Maintain a high level of product and service knowledge
• Answer emails and phone calls in a timely fashion
• Work in partnership with Store Managers and other employees to maximize store sales and in-store presence
• Assist customer in making meaningful selections
• Enter customer orders into ePASS
• Conduct manufacture rep calls to build rapport and address concerns
• Research products and keep abreast of new product offers and their associated technical details.
• Confirm pricing and rebates and research product availability in ePASS
• Generate sales through personal contact with walk-in and or telephone customers, repeat customers and sales leads, presenting product models and explaining the modular process.
• Prepare comprehensive quotes for customers, and product specs for customers
• Maintain and enhance product knowledge
• Enter deposit and payment information accurately and handle cash sales as required
• Keep rebate information up to date
• Participate in all vendor training at the store level and off site.
• Participate in merchandising and promotional activities
• Achieve monthly, quarterly sales quotas and the objectives of employment.
• Participate in corporate marketing activities, such as conferences, home and trade shows and open house events, training, sales meetings, as required.
• Maintain a high level of product and service knowledge.
• Maintain a professional appearance, demeanor, and attitude at all times.
• Assist other sales reps in their ability to build long term relationships
• Keep the retail sales manager up to date on issues and concerns
• Be aware of and constantly strive to achieve targets for sales margin and warranties.
• Follow up and contact all quotes as requested by the Sale Manager
• Perform other duties as required.

Requirements

• Must have the ability to work in a fast-paced, dynamic environment
• Ability to make excellent sales to achieve performance in alignment with goals and objectives
• Excellent customer service skills, interpersonal, organizational and communication skills
• Motivated and creative team player
• Experience in Retail sales preferred
• Computer literate with proficiency using basic programs such as Windows and Outlook
• Strong knowledge of retail sales principles, methods, practices, and techniques.
• Strong problem identification and objection resolution skills.
• Able to build and maintain lasting relationships with customers.
• Exceptional verbal communication and presentation skills.
• Excellent listening skills.
• Strong written communication skills.
• Self motivated, with high energy and an engaging level of enthusiasm.
• Able to perform basic calculations and mathematical figures.
• Ability to occasionally travel and attend sales events or exhibits.
• Ability to work individually and as part of a team.
• High level of integrity and work ethic.

Supervises: Sales Associates

Summary

The Retail Sales Manager leads the sales team by creating a culture focused with the consistent execution of superior customer experience, and professional standards as defined by TG Appliance Group Inc. You will be the standard-setter, and the go-to resource for any of your team’s sales related needs, as well as all coaching and development initiatives.

A highly capable sales leader possessing a broad range of skills as a highly effective manager, trainer, coach and motivator with strong retail leadership experience. A process oriented and quality minded individual that also possess the ability to bring people together in order to reach a common goal. Responsible for achieving sales and budget metrics through effective leadership, decision making and judgement.

A collaborator, innovator and team leader. Leads, influences and develops exceptional relationships with our customers, all store personal, corporate and vendor partners. Connecting and communicating with others with comfortable and authentic approach. Highly motivated individual who thrives in an ambiguous and ever-changing environment, always up for a challenge and inspiring others to learn and think differently.

Job Responsibilities:

• Directly responsible for the achievement of store sales goals and performance metrics through the execution of strategies and team performance management.
• Maximize profitability by exceeding store sales plan, KPI goals and driving store sales targets for the sales team; ensures process-controls are consistently and correctly managed
• Serve as the lead example in providing premium customer experience and build relationships with our consumers
• Creates a “Selling Culture” be ensuring sales-associates are trained in the “TG Customer Experience”, participate in all vendor training programs and contemporary engagement / selling techniques. Needs to think innovatively, act strategically and create a culture of customer-obsessed team members who deliver a world-class experience each and every day.
• Recruits, coaches and develops sales staff, encourages and monitors team development; mentor, lead, and encourage collective team to succeed.
• Maintain high standards of visual merchandising and brand presentation through both selling floors (Dufferin and TND); oversee store merchandising and responsible to maintain store look and feel in a compelling and exciting manner, while in accordance with company directives
• Study market research and trends to determine consumer demand, potential sales volumes and effect of competitors’ operations on sales
• Co-manage along with Store Manager optimal staffing and scheduling that meets store operational requirements, being responsive to traffic and business changes, while achieving all KPI’s and company goals
• Participates in sales staffing decisions including employment, discipline, training, termination with guidance from the HR department.
• Ensure proper training for all staff levels and recognize top talent for succession planning; handles all sales associates relations to create and foster a productive sales-force.
• Works in tandem with Store Manager to set work schedules and monitor staff performance
• Is aware of and monitors compliance to MSP programs

Requirements

• 5 -7 years of related retail sales experience; bachelor’s degree preferred
• Experience in a Sales Management position preferred
• Demonstrated ability to effectively lead, direct, and train others in a retail setting
• Demonstrated track record of improving sales figures and KPI achievements with a strong understanding of retail profit measures and the ability to exceed sales and expense goals
• Retail knowledge with hands-on experience managing all aspects of a retail/builder store sales; is highly versed in current best practice of consultative sales strategies, engagement principals and the skills of persuasion.
• A solid track record in talent management- recruiting, hiring, development
• Ability to work a flexible schedule to meet the demands of a retail business & consumer to include regular nights, weekends, and holidays
• The ability to communicate effectively with all levels
• Carry, push, pull up to 30 pounds

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
  
• 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
  demeanor 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
  
• 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.

Reports To: Retail Store Manager/District Manager

Supervises: Sales Associates

Summary

The Assistant Store Manager (ASM) supports the Store Manager with managing the retail store. They work closely with both the Store Administrator and the sales team to contribute to the overall store success. The ASM helps create a culture focused on the execution of a superior customer experience, and professional standards as defined by TG Appliance Group Inc.

They focus on understanding and maintaining the company’s core values and the execution of established policies and procedures. Learning all aspects of the in store experience and requirements to keep the store successful.

Demonstrates a broad range of skills for a highly effective manager, trainer, coach and motivator with strong retail leadership. A process oriented and quality minded individual that also possesses the ability to bring people together in order to reach a common goal. Shares the responsibility for achieving sales and budget metrics through effective leadership, decision making and judgement.

A collaborator, innovator and team leader. Leads, influences and develops exceptional relationships with our customers, all store personnel, corporate and vendor partners. Connects and communicates with others with a comfortable and authentic approach. A highly motivated individual who thrives in an ambiguous and ever-changing environment, always up for a challenge and inspiring others to learn and think differently.

Job Responsibilities:

• Shared responsibility for the achievement of store sales goals and performance metrics through the execution of strategies and team performance management.
• Maximize profitability by exceeding store sales plan, KPI goals and driving store sales targets for the sales team; ensures process-controls are consistently and correctly managed
• Serve as the lead example in providing premium customer experience and builds relationships with our consumers
• Creates a “Selling Culture” ensures sales-associates are trained in the “TG Customer
• Experience”, participate in all vendor training programs and contemporary engagement /selling techniques.
• Thinks innovatively, acts strategically and creates a culture of customer-focused team members who deliver a world-class experience each and every day.
• Helps recruit, coach and develop sales staff, encourages and monitors team development; mentor, lead, and encourage collective team to succeed.
• Maintains high standards of visual merchandising and brand presentation throughout the selling floor; oversee store merchandising and responsible to maintain store look and feel in a compelling and exciting manner, while in accordance with company directives
• Study market research and trends to determine consumer demand, potential sales volumes and effect of competitors’ operations on sales
• Co-manage along with Store Manager/District Manager optimal staffing and scheduling that meets store operational requirements, being responsive to traffic and business changes, while achieving all KPI’s and company goals
• Participates in sales staffing decisions including employment, discipline, training, termination with guidance from the HR department.
• Ensure proper training for all staff levels and recognize top talent for succession planning; supports all sales associates relations to create and foster a productive sales-force.
• Works in tandem with Store Manager to set work schedules and monitor staff performance
• Works in tandem with Store Administrator to understand and be able to support all administrative functions when required, to ensure time sensitive store and HQ needs are met.
• Is aware of and monitors compliance to MSP programs

Requirements

• 2 -5 years of related retail sales experience; bachelor’s degree preferred
• Experience in an Assistant Management position preferred
• Demonstrated ability to effectively lead, direct, and train others in a retail setting
• Demonstrated track record of improving sales figures and KPI achievements with a strong understanding of retail profit measures and the ability to exceed sales and expense goals
• Ability to work a flexible schedule to meet the demands of a retail business & consumer
• to include regular nights, weekends, and holidays
• The ability to communicate effectively with all levels
• Carry, push, pull up to 30 pounds

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: 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 non-compliance 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, odours, fumes and oils.

Reports To: Director, Client Relations

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 in the phone and for in-office visits, 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 centers, 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
• 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

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: 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