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  PURPOSE   The Back Office /Logistics Agent is responsible for assisting with the daily processing of online account transactions and related functions. The position includes verifying account history to ensure transaction will be accepted or rejected, daily cancellations, waybill creation, ensure correct paperwork is sent to IRA companies, uploading daily tracking numbers, and incomings, and communicate any exceptions to the appropriate team.  This position requires excellent attention to detail.   KEY RESPONSIBILITIES AND ACCOUNTABILITIES The responsibilities of this position include, but are not limited to the following:   - Confirm online orders through ‘Orders by Product’ function in Navision - Advise customer if order needs to be rejected as per Kitco policies and procedures – send detailed email with explanation - Inserting detailed notes into the order database (Navision) - Contact customer regarding account updates or to obtain pertinent account information - Respond to customer emails within 24-hour time frame from date and time received - Contact customers regarding pricing or feed errors that affect online order(s) placed - Send Ticket to Customer Service team to contact customers if there are any discrepancies pertaining to their orders - Ensure all orders have correct, up-to-date information - Assist in the relationship with the IRA companies, making sure all issues are followed up - Process incoming IRA orders - Fax invoices to the appropriate IRA companies - Have a good knowledge of each IRA company’s procedures - Be familiar with each IRA company’s forms and their purposes - Process cancellations in Navision - Handle any exception accordingly and communicate to the appropriate team - Contact Customers/Credit Card Companies and Collection Agencies for outstanding balances - Charge customer credit cards for cancellation fees, unpaid balances and past due invoices - Import daily tracking numbers from depositories into Navision - Process incoming shipments - Act as a liaison between depositories and Customer Service team to notify if there are discrepancies, so CSR can cancel discrepancy orders and replace it by entering new orders in Navision, and finalize payment initiation - Initiate payment process concerning incoming shipments - Create and send waybills to customers when requesting to use Kitco shipping and insurance. - Escalate issues/ideas/suggestions/solutions to supervisor / manager as they arise - Work on projects or tasks as needed or required – job requirements may fluctuate according to market movement   Accountabilities: - Adhere to all company policies and procedures - Comply with Kitco’s customer service standards - Ensure that all interactions with internal and external customers are done with the highest level of professionalism - Escalate issues/ideas/suggestions/solutions to supervisor/manager as they arise   ESSENTIAL FUNCTIONS AND TASKS - N/A REQUIRED SKILLS AND COMPETENCIES: - Bilingual - Excellent written and verbal communication skills as well as telephone skills - Excellent organizational skills and the ability to effectively prioritize work in a busy work environment - Extremely detail oriented - Understanding of business practices and solid math skills - Basic accounting skills - Good initiative, reliable and positive, can do attitude - Ability to demonstrate sound judgment and effective problem-solving abilities - Ability to work under pressure, adapt to change and to work in a fast-paced environment - Strong time management and interpersonal skills - Results oriented - Willing to learn - Team player   TECHNICAL / PROFESSIONAL COMPETENCIES (EDUCATION AND EXPERIENCE) - 2+ years experience in a similar role - Vocational Certificate or DEC; or equivalent experience of at least 2-4 years experience in the company - Strong computer skills - Microsoft office and Outlook (SharePoint Knowledge a plus) and a good working knowledge of systems used (i.e. Navision) - Knowledge of precious metals RELATIONSHIPS / CONTACTS - Communicate internally with various departments - Communicates externally with Customers ACCOUNTABLE TO: - Back Office Logistics Supervisor ANTICIPATED TRAVEL / SPECIAL WORKING CONDITIONS: - N/A We will keep your resume on file for an undetermined period for future career opportunities.
ID
2020-1478
Location: State/Province
QC
Category
Other
PURPOSE The responsibilities of this position include, but are not limited to, ensuring the delivery and reception of customer orders, booking orders/lots, preparing scrap material shipments for refineries. To ensure that all work meets the policies and procedures as established by Kitco and ensure follow-up is done in the event it does not. Key Responsibilities and Accountabilities The responsibilities of this position include, but are not limited to the following: - Follow all Policies and Procedures as outlined by Kitco - Ensure that all dealings are done with the level of professionalism as expected from all Kitco employees - Responsible for the physical inventory - To process and prepare all customer orders for shipping (both Investment and Refining) - Actively involved with the day-to-day functioning of the Metal Control Room - Responsible for the physical environment of the Metal Control Room - Assists with ensuring that every customer inquiry or order involving the MCR is ultimately answered or completed to the customer’s satisfaction with required time (max 24 hours) - Participating actively in the search for better processes - Follows directions of corporate expectations for MCR staff - Assure Inventory processes are up to date using the “best of” practices. - Suggest and assist in continuous improvement initiatives and projects for the department. - Other duties as assigned Essential Functions and TasksShipping Client Orders - Responsible for the sorting and packing of all client shipments. - To ensure that all paperwork for shipping is prepared correctly, prior to sending anything out. - To ensure that inventory levels of all packaging material is constantly available, and orders more when needed. - To notify respective department of any issues that arise.  Picking orders - Pricing orders - Packaging orders - Collecting payments for orders - Serving customers at the wicket (selling to Kitco) when necessary - Preparing phone-in or faxed orders for pick-up. Must be prepared within 24 hours, and entering orders into Navision. All calls must be returned the same day. - Responsible for delegating or completing customer orders - Checking the bulletin board for any new orders   Receiving and processing of incoming packages - Taking package and enter it into Navision. - Process package and send out payment according to policies and procedures - Ensure all packages for Melt and assay are turned around within the department standards - Follow-up on all outstanding packages (longer than 5 days) - Send out payments via FedEx and enter number into Navision   Inventory Control - Manage the inventory at the Cathcart location - Responsible for, as well as performs, the daily/monthly physical inventory count - Investigate and explain physical inventory discrepancies - Assist in the reception and verification of supplier products - Able to Conduct the inventory of mill products at the Cathcart location if required - Able to Conduct the inventory of silver bullion at the Cathcart location if required - Assists in finding and implementing better inventory processes - Responsible for adherence to inventory management processes - Able to Conduct the monthly physical inventory count - Able to maintain inventory levels of mill products - Assists with the ordering mill products from suppliers - Receiving and verifying supplier products - Assuring metal transfers to vendor pool accounts - Assists with Silver shipments to refiners - Participating actively on projects with Supervisor and Refining manager - Other duties as assigned   Additional Duties - Enter all transactions into Navision - Aid in processing of incoming packages – also for KLI - Send out payments via registered mail, bank wire or FedEx and enter number into Navision - Balancing at the end of day - Individual balancing - Assist with end-of-day balancing duties and ensure all inventory is stored according to Kitco protocol - Document shipments in Navision, and enter results - Carry out anti-money laundering/counter-terrorist financing-related duties as required by compliance policy and procedures. - Investigate and explain shipment discrepancies - Participate actively on projects with Manager - Provide support to Logistics operations and personnel as needed. - Place orders for office supplies Required Skills and Competencies: - Vocational Certificate - 3+ years experience - Bilingual - Basic understanding of business practices - Proven analytical ability - Results oriented - Good initiative - Ability to work under pressure - Physical ability to lift 50 lbs - Physical ability to stand for prolonged periods (4 hours) - Ability to prioritize and multitask - Strong customer service skills - Listening, validating and empathizing - Capacity to deal with angry or difficult customers - Self motivated and proactive - Strong Computer/Internet skills (Microsoft Office and Outlook) - Basic knowledge of SharePoint an asset - Strong interpersonal skills - Reliable with respect to work consistency and time and attendance - Ability to adapt to change - Positive attitude and team player - Customs experience an asset GENERAL OR PERSONAL COMPETENCIESRequired: - Strong time management skills & organization skills - Strong Math skills - Strong interpersonal & communication skills - Reliable - Ability to adapt to change - Positive attitude Desirable: - Knowledge of precious metals testing- an asset - Knowledge in preparing shipments for refining – an asset RELATIONSHIPS / CONTACTS - Internal- Daily - Kitco Precious Metals Division, Platinum, Accounting, H.R, and Corporate employees. - External – Daily -  Kitco customers both walk-in and telephone customers ACCOUNTABLE TO: - Precious Metals Logistics Manager ANTICIPATED TRAVEL / SPECIAL WORKING CONDITIONS: - Travel rarely required except from time to time for training purposes   We will keep your resume on file for an undetermined period for future career opportunities.
ID
2020-1477
Location: State/Province
QC
Category
Other
 PURPOSE Reporting to senior management, the Operations Manager will deliver excellence in customer service for our retail and commercial accounts who come to our Montreal counter to buy and sell gold, silver, and other metals. You will ensure the quality, authenticity and value of all metals that we purchase at our wickets and the accuracy of all counter transactions. Your primary task will be in providing leadership to your staff, providing a high level of service, improving efficiencies and increasing the performance of the operations. You will be making decisions to ensure continuous improvement overall and with all aspects of our policies and procedures. Your role is instrumental as you will be determining your department’s performance and success. To ensure the department is performing at an exceptional level, the Operations Manager will gain expert knowledge of all aspects of their operations.   KEY RESPONSABILITIES AND ACCOUNTABILITIES   Some responsibilities of this position include:     - Manage, recruit, motivate, delegate and monitor staff activities - Build a highly competent team - Train and coach newly hired and long-term employees to ensure that everyone is capable of performing at a high level - Forecast staff requirements and manage resource allocation - Create a culture where employees are expected to give feedback on processes, procedures, and policies that can be improved in order to be more efficient or provide better customer experience - Provide both informal and formal feedback to staff. This includes annual performance reviews as well as day-to-day feedback - Setting strategic long and short-term departmental goals and evaluating outcomes - Ensure that all dealings are done with a high level of professionalism as expected from all Kitco employees and providing the best customer service possible - Motivating and inspiring staff and facilitating personal growth - Ensuring high levels of productivity are maintained - Ensuring the highest levels of quality are met - Communicating job expectations to staff - Make certain that the team adheres to all Kitco policies and procedures - Fostering a productive working environment   ESSENTIAL FUNCTIONS AND TASKS   Some tasks of this position include; - Network with jewelers and other suppliers of scrap across Canada and U.S. - Pro-actively maintain customer relationships - Ensure the accuracy of scrap metal shipments to refineries - Negotiate while maintaining good relations with our suppliers and refineries - Manage day to day operations - Ensure questions/inquiries from customers both internal and external, are addressed promptly and professionally - Accurate testing of gold, silver, and other metals on site - Melting, sampling, and analysis of our customer’s metals - Daily reconciliation of physical inventories and cash - Ensure anti-money laundering/counter-terrorist financing-related review procedures and reporting requirements are adhered to - Initiate and manage projects within your department and be a key player in corporate projects that impact the counter operations - Assure proper communication between departments and work collaboratively across departments - Foster a culture of continuous improvement - Inspire your staff to enable them to perform at their best and keep them engaged at all times - Cultivating a comfortable and productive working environment - Other duties as required   REQUIRED FUNCTIONS AND TASKS GENERAL OR PERSONAL COMPETENCIES   Required: - Fluently bilingual- both French and English - Exceptional customer service and interpersonal skills - Strong time management & organizational skills - Minimum of college or Cegep degree - Strong math skills - Ability to adapt to change - Positive attitude - Valid driver's license - Physical ability to lift 50 lbs and ability to stand for prolonged periods (4 hours) - Results oriented, self-motivated and proactive - Strong knowledge of Microsoft Office Excel and Outlook ANTICIPATED TRAVEL / SPECIAL WORKING CONDITIONS - Local travel may be required   ***We will keep your resume on file for an undetermined period for future career opportunities.
ID
2020-1471
Location: State/Province
QC
Category
Management
PURPOSE OF THE JOB The responsibilities of this position include, but are not limited to, serving clients at our counters, facilitating in the purchase and sale of gold, silver, and platinum, booking of orders, testing and processing of all metals, and answering any questions or concerns raised by our clients. The incumbent will also be responsible for supporting shipping functions, including the packaging, receiving, and management of inventory.   Key Responsibilities and Accountabilities The responsibilities of this position include, but are not limited to the following: - Follow all departmental policies and procedures - Ensure that all dealings are done with the level of professionalism as expected from all Kitco employees - Abide by all company polices as outlined in the Kitco handbooks - Ensure to always provide customer service excellence - Responsible for the accuracy of testing bullion and scrap metals when purchasing from clients. - Responsible for ensuring that every customer (both internal and external) inquiry or order is resolved in a timely manner - Escalate and communicate issues in a timely manner - Responsible for following our internal compliance policies and procedures - Make recommendations for policy and procedure changes for the purpose of continuous improvement Essential Job Functions and Tasks - Serve customers at the counters - Process orders from walk-in customers at the counters - Test and verify purity of metals for purchase according to Kitco protocol. - Ensure orders are correctly entered into our ERP (Navision) - Collect and process payments for orders - Receive and process incoming packages - Process packages and issue payments according to policies and procedures - Ensure all packages for melt and assay are processed within the department standards - Prepare and process outgoing packages - Perform daily balancing and verification of cash and inventory - Carry out anti-money laundering/counter-terrorist financing-related duties as required by compliance policy and procedures. - Respond to requests from the supervisor accurately and professionally - Participate actively on projects as assigned - Other duties as assigned Required Skills and Competencies: - Bilingual (English & French) - 2+ years’ experience in customer service - 2+ years’ experience in shipping - Basic understanding of business practices - Proven analytical ability - Results oriented - Good initiative - Ability to work under pressure - Ability to lift 50 lbs - Physical ability to stand for prolonged periods (4 hours) - Ability to prioritize and multitask - Strong customer service skills - Listening, validating and empathizing - Capacity to deal with angry or difficult customers - Proven analytical skills - Self-motivated and proactive - Positive attitude and team player - Willing to learn and fast learner - Customs experience an asset Technical / Professional Competencies: - Vocational Certificate required - Strong Computer/Internet skills (Microsoft Office and Outlook) - Basic knowledge of SharePoint an asset GENERAL OR PERSONAL COMPETENCIES Required: - Strong time management skills - Strong interpersonal skills - Strong communication & organization skills - Reliable - Detail oriented - Ability to adapt to change - Positive attitude Desirable: - Knowledge of precious metals testing is an asset     ***We will keep your resume on file for an undetermined period for future career opportunities.
ID
2020-1470
Location: State/Province
QC
Category
Sales
Are you seeking: - A fast-paced, innovative work environment where your hard work is valued and appreciated? - A warm, friendly, team employee culture? - To work in the heart of downtown Montreal, close to Metro McGill and easily accessible by public transport We are looking for: - A brand ambassadors that is passionate about customer service and elevating the overall customer experience - Driven and self-motivated individual who want to have an impact and thrive in a team environment - Individual who is extremely meticulous, cares about their work and has a positive and energetic attitude - The selected candidate will work a full time schedule of 37.5 hrs/week with a start time between 11:00 a.m and 2:00 p.m. Furthermore, as our customer service hours are from 8:30 a.m. to 10:00 p.m., the selected candidate may be also required to work a different shift should the need arise (eg. call volume peaks, vacation periods). - Training hours are from 8:30 a.m. to 4:30 p.m. and can last up to six weeks. Customer Service Representative   OVERVIEW As a Customer Service Representative (CSR), you will be a trusted front-line expert who is empowered to provide information and solutions to existing and potential customers regarding Kitco’s full range of products and services. Motivated by targets and results, you will actively promote and sell products and services that matter to our clients based on their individual needs and goals.   RESPONSIBILITIES: The responsibilities of this position include, but are not limited to the following: - Provide consistent and professional customer service on every call - Maximize sales from inbound/outbound calls and through online chat - Adhere to all Precious Metals department policies and procedures - Ensure customer issues are resolved promptly either via email, online chat or outbound call - Provide customers with current product and service information - New account creation (Lead generation initiative) - Update and ensure accuracy of customer information in our database - All other tasks as needed REQUIREMENTS: - Bilingual (English/French); Fluency in a third language such as Spanish and/or Mandarin would be an asset - Excellent English written and verbal communication skills - Ability to prioritize and handle multiple tasks - Creative problem solving, anticipating the unexpected and having solutions readily available - Ability to accomplish goals and objectives on time with a focus on quality - Possess good judgment and quick thinking - College Degree in either Finance, Accounting or Economics - Fully proficient with MS Office, Outlook and Excel - 3 years of experience as a Customer Service Representative (in Financial services industry would be an asset) - Experience as a Precious Metals Trader (would be an asset) - Passionate about helping customers and building lasting relationships - Sales- and service-oriented with a demonstrated ability to listen proactively, identify sales opportunities, first-call resolution and problem solving - Strong time management, communication and negotiation skills - Attention to detail in a fast-paced environment - Demonstrated flexibility to adapt to a constantly changing environment - Team player with strong interpersonal skills - Positive and energetic attitude - Passionate about learning If this sounds like you and what you are looking for, please apply at: http://corp.kitco.com/en/careers_center.html   We thank all applicants however only the selected candidates will be contacted   About Kitco   At Kitco, excellence is neither an occurrence nor an achievement, but an ongoing pursuit that leads to success. Since 1977, we have delivered a wide range of precious metal products and services to our customers and we are proud to have offices located worldwide including, Canada, United States and Hong Kong.   We believe in our employees and their capabilities and we encourage them to discover opportunities for growth and further their success.   For more information we invite you to visit our corporate website at: http://corp.kitco.com/en/corporate_culture.html   ***We will keep your resume on file for an undetermined period for future career opportunities.    
ID
2020-1469
Location: State/Province
QC
Category
Customer Service/Support
Are you seeking: - A fast-paced, innovative work environment where your hard work is valued and appreciated? - A warm, friendly, team employee culture? We are looking for: - A brand ambassadors that is passionate about customer service and elevating the overall customer experience - Driven and self-motivated individual who want to have an impact and thrive in a team environment - Individual who is extremely meticulous, cares about their work and has a positive and energetic attitude - The selected candidate will work a minimum of 15 hours a week, spanning over 2 to 3 days . Available to work between 10:00 a.m and 8:00 p.m, Monday to Friday. Furthermore, as our customer service hours are from 8:30 a.m. to 10:00 p.m., the selected candidate may be also required to work a different shift should the need arise (eg. call volume peaks, vacation periods) - Training hours are from 9:00 a.m. to 5:00 p.m. and can last up to six - eight weeks.  - Work will always be remote (equipment to be provided) Customer Service Representative   OVERVIEW As a Customer Service Representative (CSR), you will be a trusted front-line expert who is empowered to provide information and solutions to existing and potential customers regarding Kitco’s full range of products and services. Motivated by targets and results, you will actively promote and sell products and services that matter to our clients based on their individual needs and goals.   RESPONSIBILITIES: The responsibilities of this position include, but are not limited to the following: - Provide consistent and professional customer service on every call - Maximize sales from inbound/outbound calls and through online chat - Adhere to all Precious Metals department policies and procedures - Ensure customer issues are resolved promptly either via email, online chat or outbound call - Provide customers with current product and service information - New account creation (Lead generation initiative) - Update and ensure accuracy of customer information in our database - All other tasks as needed REQUIREMENTS: - Bilingual (English/French); Fluency in a third language such as Spanish and/or Mandarin would be an asset - Excellent English written and verbal communication skills - Ability to prioritize and handle multiple tasks - Creative problem solving, anticipating the unexpected and having solutions readily available - Ability to accomplish goals and objectives on time with a focus on quality - Possess good judgment and quick thinking - College Degree in either Finance, Accounting or Economics - Fully proficient with MS Office, Outlook and Excel - Experience as a Customer Service Representative (in Financial services industry would be an asset) - Experience as a Precious Metals Trader (would be an asset) - Passionate about helping customers and building lasting relationships - Sales- and service-oriented with a demonstrated ability to listen proactively, identify sales opportunities, first-call resolution and problem solving - Strong time management, communication and negotiation skills - Attention to detail in a fast-paced environment - Demonstrated flexibility to adapt to a constantly changing environment - Team player with strong interpersonal skills - Positive and energetic attitude - Passionate about learning If this sounds like you and what you are looking for, please apply at: http://corp.kitco.com/en/careers_center.html   We thank all applicants however only the selected candidates will be contacted   For more information we invite you to visit our corporate website at: http://corp.kitco.com/en/corporate_culture.html   ***We will keep your resume on file for an undetermined period for future career opportunities.    
ID
2020-1467
Location: State/Province
QC
Category
Customer Service/Support