Coordinator, Customer Service DDC

• English
• Français (CA)

By joining the RONA family, you’ll enjoy many benefits, such as:

• An inclusive and safe working environment
• Promotion of work-life balance
• Exclusive employee discounts
• Benefits: insurance (certain conditions apply), annual salary review, etc.
• Opportunities for advancement within the company
• An employer that’s involved in the community
• Teamwork and ongoing training
• A comprehensive training program for all new hires
• A student incentive program
• And much more!

At RONA, over 22,000 employees let their passion blossom every day. Our teams from the RONA+, RONA, Réno-Dépôt, and Dick’s Lumber banners across Canada are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities we serve.

You’ve got the talent? We’ve got the tools! Here, your work and ideas will contribute to building a flourishing organization. Your voice will always be heard and valued. You’ll find career opportunities that live up to your ambitions and be able to further develop your unique set of skills. So if you’re looking to do what you love, we could be a perfect match.

Our expectations

The Coordinator, Customer Service DDC acts as the primary contact for customers regarding information pertaining to deliveries (including special orders and RTV). The incumbent will maintain contact with drivers to ensure deliveries are completed and assist with problems. They will source products and coordinate with the customer to ensure accuracy in terms of product, price, and delivery. The coordinator also ensures inventory reports are kept accurate by making the appropriate computer adjustments for returned products and facilitates the process of defective and/or returned products.

Your role

• Advise sales staff on ability to provide requested delivery services, including delivery time/date, product placement, etc.
• Provide quotes for delivery service outside of delivery zones and “carry in” service
• Review special orders for completeness and accuracy
• Contact customer and/or respond to customer inquiries regarding delivery information
• Maintain contact with drivers and update computer upon completion of each delivery Note any problems encountered for tracking purposes
• Adjust orders delivery as instructed by the salesperson and/or customer, including material substitutions, add-ons, and order cancellations. Ensure adjustments are completed promptly.
• Sign in drivers and ensure payments have been processed through the cash
• Match paperwork, documents changes, and files in appropriate location
• Contact vendor to request replacement parts, inspect merchandise that is defective, and review warranty issues
• Make inventory adjustments for the product that is being returned to the vendor and/or back into stock
• Track reasons for returns and inform the Manager, Operations of chronic problems
• Investigate product damage or defect complaints, including assessing responsibility and negotiating with suppliers for replacement or credit
• Perform other job-related duties as required

The qualifications we are looking for

• Excellent communication skills to clearly convey information over the telephone and handle customer complaints in a prompt and effective manner
• Good organizational and housekeeping skills with the ability to keep the deliveries, RTV, and special-order areas in order
• Excellent computer skills (Microsoft Excel and Word)
• Ability to navigate RONA internal systems / Transport Management System
• Detail- and solution-oriented with a strong sense of urgency in responding to problems
• Self-motivation and ability to work independently
• Excellent knowledge of special-order products and ordering procedures

RONA is committed to encouraging diversity and inclusion. We are pleased to consider applications from all qualified candidates, regardless of race, colour, religion, sexual orientation, gender, nationality, age, disability, or any other protected status.