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Online Orders Representative

Job Number: J0921-0254
Job Type: Régulier
City, Province, Country: Saint-Laurent, Quebec, Canada
Job Category: Internal Sales
Number of Positions: 1

A leader in the heating, ventilation, air conditioning, and refrigeration sectors for over 67 years, The Master Group is the largest independent HVAC-R distributor in Canada. The company employs close to 950 dynamic and devoted individuals who serve the industry at over 44 branches and 4 distribution centers spanning from coast to coast. To learn more, visit www.master.ca or follow us on LinkedIn at:
https://www.linkedin.com/company/themastergroup

The Online Orders Representative, acts as a resource person to support, guide, and provide after-sales service to online customers across Canada. In this role, the person also coordinates with the appropriate teams at Master the procurement and delivery of equipment and parts ordered online. This role requires a good knowledge of the HVAC-R domain, since the Online Orders Representative must verify the online orders accuracy

Schedule : 11am to 8pm
100% remote work. You can work from anywhere around Canada.

Principal tasks:

• Provide exceptional and professional online customer service
• Answer customers’ questions on our online chat service as well as by email
• Validate customers’ needs and make recommendations, when applicable
• Process orders using our various software/tools
• Coordinate delivery related to online orders
• Communicate the team needs and challenges related to the E-Commerce website to the Virtual Branch and Digital Marketing team
• Follow established procedures as well as future improvements that will be added to our online system
• Produce weekly reports related to online orders
• Order out of stock parts and/or equipment in collaboration with buyers and suppliers
• Ensure regular tracking and accuracy of orders in the system
• Assist other members of the Online Orders team (as needed)
• All other related tasks.

Requirements:

• High School degree completed
• 3-5 years of experience in customer service, construction or retail
• Minimum of one year of experience in the HVAC-R industry
• Degree related to the HVAC-R field (an asset)

SKILLS REQUIRED
• General computer skills and knowledge of the Microsoft Office suite (Excel and Outlook)
• Excellent written communication skills in French and English
• Autonomy in the management of priorities, good organizational skills
• Great listening skills
• Professional attitude, diplomacy, interpersonal skills, and excellent customer service
• Initiative, resourcefulness, and result-oriented
• Versatility and teamwork
• Ability to solve problems
• Ability to work under pressure and quickly

Work conditions:

  • Group insurance from day 1 (medical, dental, short and long term disability insurance)
  • Contribution to a group RRSP upon hiring
  • Employee assistance program (service of psychologists, lawyers, notaries and parental assistance)
  • Access to telemedicine with health professionals by chat or secure video session from day 1
  • Contribution to membership in a fitness center
  • Reimbursement of membership or renewal of a professional order
  • Free coffee