Job Description
Since launching in 2009, Independent Mechanical Supply (IMS) has become GTA contractors’ preferred distributor of plumbing, hydronics, and PVF products. We’re proud to have one of the largest product selections in the industry. Our customers love both our selection and working with our team.Under the direction of the Branch Manager, the incumbent is responsible for taking care of customer demands (i.e., product information, quotation request, order entry, and customer returns) from beginning to end; received directly or indirectly from the customer or via the Outside Sales Representative. Individuals will interact directly with customers providing excellent customer service while interpreting customer requests and handling requests accordingly.
Cores Responsibilities:
- Customer returns
- Order Entry
- Contacting vendors for pricing, stock checks, RMAs
- Order Picking
- Accurately enter customer requests for quote/orders/customer returns into IMS’s ERP system as requested by customer and management;
- Providing accurate information to customers and troubleshoot when required;
- Providing customers with a positive experience delivering the best possible service with complete solution alternatives that includes involving peers and specialists to meet customer expectations;
- Working cooperatively with Inside Sales peers and with other individuals and departments within the Company;
- Developing relationships with vendors that will create favourable business conditions (greater margin and accurate delivery dates) for Independent Mechanical Supply;
- Developing relationships with customers that positions Independent Mechanical Supply as their first choice for purchasing material;
- Coordinating customer returns with the customer and our vendors to minimize the negative impact to the customer and vendor while maximizing profitably for Independent Mechanical Supply;
- Working with other departments (Heating/Project Quotations/Order Desk/Warehouse) to ensure customers’ orders/quotes are timely completed to our best ability and accuracy;
- Participate and support all Inside Sales promotions;
- Following up on customer orders and helping to maintain and update the “Open Order Report”
- Maintaining a professional, respectful and collaborative attitude towards customers and co-workers
- Participate in educational opportunities within the requirements of the position
- Complete all assigned duties from the “Daily Counter Checklist”
- Accurately and efficient detailing and receiving of inbound material, re-stocking, and putting away of material
- Stock Put Away (Counter Returns/Received Counter Po’s)
- Loading and unloading delivery and courier vehicles (as required)
- Work with the supervisor team to ensure great communications, collaboration, and smooth responsibility hand-offs from one functional group to the other, (i.e., shipping, receiving, and counter Sales.
- Use of a forklift when required
- Pipe fabrication such as cutting, threading, and/or grooving
- Pick outgoing orders in an accurate and timely manner
- Identify inventory discrepancies and facilitate investigation
- Assist Warehouse with other tasks when required
- Work closely with members of the Outside Sales Team
- Other duties as assigned
- Years of Industry Experience (plumbing and heating product knowledge): 2+
- Education: High School diploma
- Able to enter orders on the computer proficiently
- Able to communicate with customers professionally and effectively both in writing and verbally
- Excellent customer service skills
- Ability to manage multiple priorities in a deadline driven fast paced environment
- Able to be highly organized, efficient, and to pay attention to detail
- Ability to work one half Saturday a month
- Basic Excel, AS400 experience
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