As a member of the National Team reporting to the Quebec Service Manager, the Service Coordinator is responsible for planning, coordinating and dispatching the daily tasks of service technicians in a proactive manner in order to meet customer service needs. The Service Coordinator will also review and manage orders, remove obstacles and be responsible for updating and maintaining re-occurring service orders and daily activity associated with customer service requests and compliance requirements.
What we will offer you:
Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.
Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
Health & Wellness: Competitive health benefits right from the start including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate life’s challenges.
Competitive Compensation: We offer a highly competitive salary package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
Flexibility: We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.
Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
Safety Focused: We care about you and have committed to a zero-harm workplace.
What you'll do:
- Build positive, collaborative relationships with all points of contact including and work collaboratively to utilize available resources to successfully meet customer needs and expectations.
- Act as the primary point of contact for Service Technicians dispatching daily work and ensuring order fulfillment. Monitor the progress and execution of the work plans and adjust schedules accordingly to meet customers' service requests and requirements. If necessary, process in a timely matter preapproved overtime request.
- Review and verify routing, ensure route efficiency prior to assigning as a daily work schedule.
- Confirm and verify service appointments, reschedule appointments and create recurring orders as required to meet external and internal requirements for compliance, maintenance, preventative maintenance and daily customer requests for service to increase efficiency and improve response time commitments to customers.
- Ensure optimization of time/utilization of service technicians, and make proactive changes if necessary. Collaborate with Market Manager(s) to update and provide feedback on day-to-day workflow and achievement of performance standards i.e. use of service (Pegasus, IFS/iPhone, etc.), productivity, utilization and efficiency, among others. Immediately inform the MM of any safety, performance and attendance issues or successes. The MM, as the direct report to the service technician, will then manage the situation accordingly, closing performance gaps against performance standards.
- Review, manage Service Technician work orders to ensure they are completed accurately for billing processing
- Comply and consistently utilize standard processes and procedures to effectively manage customer and operational needs.
- Promote adherence to all relevant Regulatory and Safety requirements, both legislated and internal standards.
What you bring:
- French and English, verbal and written.
- Relevant post-secondary education, and/or technical certification in operations or logistics.
- Minimum 1 to 2 years previous service coordination experience/dispatch.
- Proven Solid planning and organizational skills with ability to prioritize and multi-task.
- Ability to work effectively with seasonal demand pressures and meet fixed time constraints.
- Better than average understanding of the regional geography.
- Intermediate to advanced computer skills including Microsoft Office (Word, Excel, Outlook) are required; Experience with FSM preferred.
- Effective written and verbal communication skills, with proven ability to build positive working relationships.
- Customer-focused work style, with strong communication and organizational skills to meet our customer promise.
- Working knowledge of applicable National and Provincial regulations with respect to Propane or Natural Gas Service activities
- Working knowledge of applicable Departments of Transportation and Employment Standards as it relates specifically to the trucking/driving and transportation of dangerous goods.
- Safety and technical knowledge, with the ability to respond effectively to emergencies.
Superior Propane is Canada’s leading and reliable propane provider. Customers have trusted the experts at Superior to fuel their homes and businesses since 1951. Customer Focus, Performance, Safety, and Winning with People are the four key values that are the foundation of everything that we do.
"Here at Superior Propane we are an equal opportunity employer committed to the inclusion and accommodation of all individuals. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at [email protected] to let us know how we can enhance your experience."
