Job Description

PURPOSE:

This is a two-year contract

role that supports the success of the logistics and back-office functions by ensures the efficient (cost and time) processing or cancellation of orders, and to keep key staff advised of potential short falls, or operational situations, and react on the information accordingly.

This position includes processing of incoming/outgoing shipments, preparation and processing of IRA orders, cancellations, assist with task and claims to resolve in a timely manner while adhering to Kitco standards and practices.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES:

The responsibilities of this position include, but are not limited to the following:Adhere to all Kitco policies and procedures. Ensure that all dealings are done with the highest level of professionalism. Abide by all personnel policies as outlined in the Kitco handbook. Comply with Kitco's customer service standards. Escalate to team lead/supervisor as issues arise. Act as a backup to all other teams in the Logistics Division as required.

ESSENTIAL FUNCTIONS AND TASKS

Assist in the processing and shipping of transactions, both incoming and outgoing for customers. Assist in the processing of both "we sell, and We buy" IRA orders. Run cancellation report daily, charge customer credit cards for cancellation fees, unpaid balances and past due invoices send payment warnings, and letters, and perform follow-up following Kitco cancellation procedure. Assist in confirmation of online orders through 'Orders by Product' function in Navision. Ensure all orders have correct, pertinent, and up-to-date information and creates task to Customer Service team to contact customers if there are any discrepancies. Assist in the validation and issuance of payments to customers by preparing and sending checks or bank wires. Assist in the application of E-Marketing payments. Assist in the preparation and execution of transfers between depositories and ensuring policies and procedures for transfers are being followed. Assist in the handling operational aspects of transfer processing. Assist in the execution and processing of transactions and transfers for storage account orders (CAS), and relaying this information to the vaults. Assist in the handling of customers' complaints regarding shipments of products (incoming and outgoing). Assist in opening and follow official claims with the insurance companies when needed, fill out necessary paperwork and follow through with CCC and CCT until claims are resolved. Assist with KAS and other monthly billing, including application of these payments. Responsible for Waybill preparation. Carry out anti-money laundering/counter-terrorist financing-related duties as required by compliance policy and procedures. Answer all questions from internal & external customers as required. Other duties as assigned.

REQUIRED SKILLS AND COMPETENCIES:

Ability to prioritize and multitask. Vocational Certificate. 2+ years experience in similar role. Strong time management skills. Ability to work under pressure. Strong analytical skills. Strong customer service skills. Listening, validating, and empathizing. Capacity to deal with angry or difficult customers. Proven analytical skills. Results oriented. Self motivated and proactive. Strong Computer/Internet skills (Microsoft Office and Outlook). Basic knowledge of SharePoint an asset. Strong interpersonal skills. Strong communication & organization skills. Reliable with respect to work consistency and time and attendance. Ability to adapt to change. Positive attitude and team player. Willing to learn and fast learner. Bilingual, excellent skills in spoken and written English.

Nearly all suppliers and depositaries for this role are located in the United States.




The Logistics and Backoffice Agent is required to coordinate daily with U.S. partners and colleagues, providing written instructions and process updates.



Given this international scope, proficiency in English is essential to ensure clear and effective communication.

OBJECTIF:

Ce poste est offert dans le cadre d'

un contrat de deux ans

et vise a soutenir le succes global des fonctions logistiques et administratives en assurant le traitement ou l'annulation efficace (en termes de couts et de temps) des commandes, et de tenir le personnel cle informe des lacunes potentielles ou des situations operationnelles, et de reagir a l'information en consequence.

Ce poste comprend le traitement des expeditions entrantes et sortantes, la preparation et le traitement des commandes IRA, les annulations, l'aide aux taches et aux reclamations afin de les resoudre en temps opportun tout en respectant les normes et les pratiques de Kitco.

PRINCIPALES RESPONSABILITES ET OBLIGATIONS DE RENDRE COMPTE:

Les responsabilites liees a ce poste comprennent, sans s'y limiter, les elements suivants:Respecter toutes les politiques et procedures de Kitco. Veiller a ce que toutes les transactions soient effectuees avec le plus grand professionnalisme. Respecter toutes les politiques du personnel decrites dans le manuel de Kitco. Respecter les normes de service a la clientele de Kitco. S'adresser au chef d'equipe ou au superviseur lorsque des problemes surviennent. Agir a titre de remplacant pour toutes les autres equipes de la division de la logistique, au besoin.

FONCTIONS ET TACHES ESSENTIELLES:

Aider au traitement et a l'expedition des transactions, a la fois entrantes et sortantes, pour les clients. Aider au traitement des commandes IRA "nous vendons" et "nous achetons". Executer quotidiennement le rapport d'annulation, debiter les cartes de credit des clients pour les frais d'annulation, les soldes impayes et les factures en souffrance, envoyer des avertissements de paiement et des lettres, et assurer le suivi conformement a la procedure d'annulation de Kitco. Aider a la confirmation des commandes en ligne par le biais de la fonction "Commandes par produit" de Navision. S'assurer que toutes les commandes contiennent des informations correctes, pertinentes et a jour et confier a l'equipe du service clientele la tache de contacter les clients en cas de divergence. Participer a la validation et a l'emission des paiements aux clients en preparant et en envoyant des cheques ou des virements bancaires. Aider a l'application des paiements de marketing electronique. Aider a la preparation et a l'execution des transferts entre depositaires et s'assurer que les politiques et procedures de transfert sont respectees. Participer a la gestion des aspects operationnels du traitement des transferts. participer a l'execution et au traitement des transactions et des transferts pour les ordres de compte de stockage (CAS) et transmettre ces informations aux chambres fortes. Participer au traitement des reclamations des clients concernant les expeditions de produits (entrantes et sortantes). Participer a l'ouverture et au suivi des reclamations officielles aupres des compagnies d'assurance, le cas echeant, remplir les documents necessaires et assurer le suivi avec le CCC et le CCT jusqu'a ce que les reclamations soient resolues. Aider a la facturation KAS et a d'autres facturations mensuelles, y compris l'application de ces paiements. Responsable de la preparation des feuilles de route. Effectuer des taches liees a la lutte contre le blanchiment d'argent et le financement antiterroriste, conformement a la politique et aux procedures de conformite. Repondre a toutes les questions des clients internes et externes, le cas echeant. Autres taches en fonction des besoins.

APTITUDES ET COMPETENCES REQUISES:

Capacite a etablir des priorites et a effectuer plusieurs taches a la fois. Certificat professionnel. 2 ans d'experience ou plus dans une fonction similaire. Solides competences en matiere de gestion du temps. Capacite a travailler sous pression. Solides competences analytiques. Solides competences en matiere de service a la clientele. Ecoute, validation et empathie. Capacite a gerer des clients en colere ou difficiles. Competences analytiques averees. Oriente vers les resultats. Motivation personnelle et proactivite. Solides competences en informatique/Internet (Microsoft Office et Outlook). Une connaissance de base de SharePoint est un atout. Solides competences interpersonnelles. Solides competences en matiere de communication et d'organisation. Fiabilite en ce qui concerne la regularite du travail et le respect des horaires. Capacite a s'adapter au changement. Attitude positive et esprit d'equipe. Volonte d'apprendre et rapidite d'apprentissage. Bilingue, excellentes competences en anglais parle et ecrit.

Presque tous les fournisseurs et depositaires lies a ce role se trouvent aux Etats-Unis.



L'agent logistique et de back-office doit coordonner quotidiennement avec des partenaires et collegues americains, en transmettant des directives ecrites et des mises a jour de processus.



Compte tenu de cette portee internationale, la maitrise de l'anglais est essentielle afin d'assurer une communication claire et efficace.

About Kitco Metals Inc.:

Founded in 1977, Kitco Metals Inc. is headquartered in Montreal and has offices in New York and Hong Kong. Kitco is one of the largest retailers of precious metals in the world, and a specialized supplier of refining services. The company is an authorized reseller of products made by some of the most prestigious government mints. Kitco's website, the world's #1 precious metals reference, is visited by close to a million people every day. A leading industry innovator, Kitco was one of the first precious metal companies to offer free real-time market information applications for smart phones.