Service and Bulk Coordinator

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 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.

Job purpose

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 Northeastern 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 and working closely with the Customer Experience Representative to ensure a high level of customer satisfaction.

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) and Navision 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.

- Enter product line information onto all new customer accounts; calculate fill frequency dates and record.

- Utilize Digital Dispatch map and schedule truck routes for next day deliveries.

- Run “Autorun Report” to determine appropriate degree day fills; analyze data to properly determine fills. Escalate to Supervisor with any questions or inconsistency with 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 no product shortages or issues.

- Provide assistance and direction to drivers regarding routes, equipment utilization & customer requirements.

- Escalate any customer service issues to Supervisor as issues arise.

- Daily check and verify drivers’ hours for accuracy.

Service Coordination responsibilities:

- Manage technicians ensuring that the standards set for excellence, customer satisfaction, productivity and cost control are met.

- Forecast and schedule manpower to ensure an effective manpower/workload match and that productivity and quality standards are met.

- 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.

- Ensure that the technicians submit all documents for work performed.

- Enter all information is accurately entered in Navision.

- Maintain records for comprehensive inspections, record all hazards as reported.

Other duties:

- Undertake and ensure quality control is carried out so that all work complies with current codes, gas safety regulations and standards.

- Utilize Customer Relationship Management software (ADD Systems) to enter, update, and manage customer information.

- Work closely with the Customer Experience Representative to develop and maintain excellent customer relations and resolve customer complaints.

- Perform any month end reconciliations as requested, with accounting department.

- Identify potential or possible ways in which work practices can be improved and new methods introduced maximize customer service levels, employee satisfaction and profitability.

- Other duties as assigned.

Compensation

- The salary for this position ranges from $55,000-$65,000 per year depending on qualifications and experience.

- Eligible for paid vacation time.

- Eligible for Group Benefits plan after 90 days and Group RRSP plan after one year of service.

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 and organizational skills.

- Bilingualism an asset.

- High level attention to detail.

- Experience with Customer Relationship Management software (CRM) an asset.

- Experience with Navision an asset.

- Knowledge of propane industry beneficial.

- Previous experience with a high-paced call centre/customer service/dispatch role is required.

- Logistics/distribution industry experience desirable

- Must be able to pass pre-employment testing including drug and alcohol screening and a physical.

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.

Job Types: Full-time, Permanent

Pay: $55,000.00-$65,000.00 per year

Benefits:

- Dental care

- Employee assistance program

- Extended health care

- Life insurance

- RRSP match

- Vision care

Work Location: In person