Service and Bulk Coordinator

Northern Peak HR; Northwestern Ontario; On-site; CAD 30,000 - 40,000; Full time

Job summary

Sarjeant Propane in Ontario seeks a Service and Bulk Coordinator to oversee daily propane deliveries across Northwestern Ontario and supervise service technicians. You will coordinate routes, plan will-call deliveries, manage customer orders, and ensure safety, accuracy, and high-quality service.

Qualified candidates have post-secondary education, strong customer-service orientation, proficiency in Outlook, Excel and Word, and experience with GPS dispatch tools.

Qualifications

• Post-secondary education or equivalent.
• Demonstrated commitment to excellent customer service.
• Intermediate to advanced computer software skills (Outlook, Excel and Word).
• Highly organized, efficient, able to perform a variety of tasks simultaneously.
• Excellent communication as well as organizational skills.
• Bilingualism an asset.
• High level attention to detail.
• Experience with ADDS software is an asset.
• Knowledge of propane industry beneficial.
• Experience in a high-paced call centre, customer service or dispatch role.

Responsibilities

• Maintain high level of customer service by ensuring safe, timely deliveries and coordinating with drivers, sales, service and management.
• Answer phones, receive orders, prepare delivery data and dispatch deliveries.
• Plan and organize will-call deliveries and dispatch accordingly.
• Use GeoTab GPS software to reference client conversations, site locations and refueling needs.
• Enter sales leads into CRM or transfer calls to Inside Sales.
• Work with sales and large customers to plan demands and scheduling.

Skills

Customer service

Communication

Organizational skills

Multitasking

Problem solving

Education

Post-secondary education

Tools

GeoTab

CRM

Tank Spotter

ADDS software

Outlook

Excel

Word

Job description

Sarjeant Propane is a leading local provider of reliable and efficient propane services in Ontario. With a solid commitment to excellence, we have built a reputation for delivering exceptional customer service and safe, dependable fuel solutions. Our dedicated team of propane experts, including the Service and Bulk Coordinator, are driven by a passion for meeting your energy needs with professionalism and expertise. Whether for residential, commercial, or industrial applications, we pride ourselves on offering reliable solutions and being your trusted partner for all propane needs.

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Job Purpose

Reporting to the Coordination and Compliance Manager, the Service and Bulk Coordinator is part of a team responsible for all activities involved in effectively executing daily propane deliveries to our customers, in a large geographic territory across Northwestern Ontario. This role is also responsible for managing the service technician(s) delivering high-quality maintenance/repair/installs of propane equipment and other energy-related products in a positive and professional manner.

Duties and Responsibilities:

Bulk Delivery responsibilities:

• Maintain/improve our high level of customer service by ensuring safe, timely and cost effective delivery to our customers, coordinating with drivers, sales, service and management as necessary.
• Daily: answer phones; receive orders from customers, prepare delivery data and dispatch deliveries and drivers.
• Plan and organize "will-call" deliveries and dispatch accordingly.
• Utilize the GeoTab (GPS) software to reference conversations with clients, their site locations, equipment and refueling requirements.
• Receive COD delivery requests, prepare credit card preauthorization utilizing template, monitor delivery and once complete forward dollar value of actual amount of propane delivered (invoice amount) to AR/Credit Team to process actual payment.
• Ensure customer account information is accurate and current, including the calculation of fill frequency dates.
• Also, enter product line information onto all new customer accounts; calculate fill frequency dates and record.
• Utilize GeoTab map and schedule truck routes for next day deliveries.
• Moreover, run "Autorun Report" to determine appropriate degree day fills; analyze data to properly determine fills. Escalate to the Market Manager any questions or inconsistencies with the data.
• Enter sales leads into Customer Relationship Management system (CRM) or directly transfer calls to the Inside Sales Representative.
• Work with sales and large customers to plan out demands, scheduling their deliveries etc. to ensure neither product shortages nor issues.
• Provide assistance and direction to drivers regarding routes, equipment utilization & customer requirements.
• Escalate any customer service issues to Supervisor as issues arise.
• Lastly, daily check and verify drivers' hours for accuracy.

Service Coordination responsibilities:

• Manage technicians to ensure they meet the established standards for excellence, customer satisfaction, productivity and cost control.
• Forecast and schedule manpower to ensure an effective manpower/workload match while meeting productivity and quality standards.
• Answer all incoming calls and respond to all inquiries from customers and technicians and other coworkers.
• Ensure that day to day operational problems which impact on service delivery are identified and resolved.
• Additionally, ensure that the technicians submit all documents for work performed.
• Enter all information accurately in Tank Spotter.
• Maintain records for comprehensive inspections, record all hazards as reported.

Other duties:

• Undertake and carry out quality control to ensure all work complies with current codes, gas safety regulations and standards.
• Develop as well as maintain excellent customer relations and resolve customer complaints
• Perform any month end reconciliations as requested, with accounting department.
• Identify potential or possible ways to both improve work practices and introduce new methods to maximize customer service levels, employee satisfaction and profitability.
• Other duties as assigned.

Compensation:

• The pay range for this position is $21.63-$28.85 per hour depending on qualifications and experience.
• Eligible for paid vacation time.
• Also, eligible for Group Benefits plan and Group RRSP plan.

Qualifications:

• Post-secondary education or equivalent.
• Demonstrated commitment to excellent customer service.
• Intermediate to advanced computer software skills (Microsoft Outlook, Excel and Word).
• Highly organized, efficient, able to perform a variety of tasks simultaneously.
• Excellent communication as well as organizational skills.
• Bilingualism an asset.
• High level attention to detail.
• Experience with ADDS software is an asset.
• Knowledge of propane industry beneficial.
• Also, applicants must have previous experience in a high-paced call centre, customer service or dispatch role.
• Logistics/distribution industry experience desirable.

Sarjeant Propane is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment. Disability-related accommodations during the application process are available upon request.