Accurately process incoming calls and orders. Addresses and resolves customer complaints,
directly. Facilitates sales through the use of up-selling and substitute-selling techniques. A
Delivery Lead works a minimum of 28 hours per week.

1. Required to accurately process orders phoned/faxed into the store.
2. May be required to oversee the duties of other associates assisting in the delivery function.
3. Develop and maintain customer files detailing shipping address, contact name, Dividend Card
number (where applicable throughout Canada), Enterprise Plus account number,
Visa/MasterCard/AMEX numbers and the expiry date.
4. Ensure that all customers who use our delivery service are members of the Business Depot. If
not, fill out the necessary paper work and send them a card via Canada Post or attached to
their order (where applicable throughout Canada).
5. Record number of orders taken, company name, contact person, order number, amount,
authorization number, status and payment type.
6. Complete the appropriate bill of lading when shipping orders.
7. Take part in weekly communiqué meetings at established time posted.
8. Responsible for maintaining a cash tray in the P.O.S. on a daily basis.
9. Accurately input form of payment i.e. COD or credit card into the store cash system/Instalink.
10. Proper end of day closing procedures by balancing instalink with order record sheet.
11. Responsible for the cost effective ordering of all delivery related supplies.
12. Selects the most cost-effective method of shipping customer orders.
13. To drive Delivery sales and to conduct the duties of CSR & cashier, as required.
14. Maintains a high level of personal standards and conduct.
15. Works in a team participation environment.
16. Comply with all policies and procedures.

 Ability to work with minimal supervision.
 Act as liaison between the Business Depot and shipping company to expedite customer orders.
 To serve as a customer advocate and recover those customers who may have experienced a
problem with the Business Depot delivery.
 Required to have a strong sense of diplomacy when dealing with all external contacts.
 Inform customers of declined orders in credit card usage via telephone call back.
 Respond to customer inquiries for: price quotes, availability of stock, store hours of
operation, location and phone numbers, product information and catalogue requests.
 Required to initiate cold calling plan to increase sales potential and client base.
 Required to identify weekly/bi-weekly/monthly repeat customers and develop a systematic
call back plan.
 A significant amount of concentration is required while extracting customer information and
while processing an order. A lack of concentration will result in a processing error or
charging error to the customer’s account.
 Required to resolve all customer complaints to the best of your ability, unusual or difficult
situations are referred to the next level