Gateway Services Inc.

Operations

• Responsible for operating the retort
• Creating, packaging paw prints, engraving plaques and memorial items
• Processing and packaging cremated remains
• Maintaining daily cremation goals with compassion and excellence
• Monitoring equipment for proper functioning and making adjustments as needed
• Perform basic cleaning and housekeeping activities
• Follow safety procedures to protect from hazardous materials
• Other duties as assigned

Operations Team Member

• Perform a variety of daily duties such as; operating the retort, creating, and packaging paw prints, engraving plaques and memorial items, quality control, and processing and packaging cremated remains or what may be required from the Team Member from time-to-time.
• Maintain daily cremation goals, producing cremains with an emphasis on compassion and excellence.
• Monitor equipment to ensure the process is working properly, making adjustments as needed and submits maintenance requests.
• Perform basic cleaning and housekeeping activities such as sweeping, mopping, vacuuming, and dusting.
• Clean and maintain equipment used in cremation procedures such as machines that grind bones into powder.
• Follow safety procedures to protect themselves and others from exposure to hazardous materials or dust particles.
• Other duties as assigned.

• Ownership over all day-to-day operations at the Care Center
• Ensure that all compliance and environmental initiatives and procedures are implemented and managed appropriately at the Care Center
• Ensure all activities are performed safely and that the Care Center is maintained in a compliant state
• “Think and act like an owner” – demonstrate a strong business acumen when dealing with team members, suppliers, and customers
• Demonstrate comfort with P&L Statement and Cost reviews on a monthly basis
• Collaborate with corporate Finance Department, Regional Manager, Managing Director and COO on annual budget development
• Utilize Key Performance Indicators (KPIs) to set objectives and drive Care Center performance
• Analyze daily and weekly demand signals (intake) and manage on-time fulfilment of orders
• Coordinate labor requirements against demand (short-term and medium-term)
• Coordinate tools, operating supplies, packaging materials and products required to fulfill demand
• Manage completion of orders from intake to delivery to ensure on-time delivery of orders
• Maintain dashboards in PeT (our central order tracking and fulfillment software)
• Resolve order exceptions as they arise; work with client care, clinics and other departments to drive resolution
• Monitor pending deliveries and expedite past-due deliveries
• Maintain and optimize routes for pick-up and delivery efficiency
• Manage inventory levels of product and supplies and coordinate re-ordering as required
• Ensure that all Health and Safety and Human Resource initiatives and procedures are implemented and managed appropriately at the Care Center
• Work in conjunction with HR to hire, train and manage a team of technicians, ensuring they are engaged and equipped with the skills they need to perform their jobs successfully
• Verify timecards to ensure accurate biweekly payroll; manage team member expenses
• Coordinate and/or conduct training for all new and existing team members, including New Hire training, PeT specific training
• Develop and maintain strong relationships with pet owners, veterinarians, and other stakeholders
• Monitor inventory levels and ensure that supplies and equipment are in good working order
• Ensure that the facility is ‘Tour-Ready’ by always keeping the location clean and well-maintained, and that safety measures are in place to protect team members and visitors
• Ensure equipment preventative maintenance schedules are adhered to
• Participate in routine audits and continuous improvement activities
• Ensure that all Operational Excellence initiatives and procedures are implemented and managed appropriately at the Care Center
• Model and reinforce Gateway’s operational standards by deploying policies, standards, and procedures
• Audit the Care Center to identify and close gaps versus Gateway’s standards
• Be able to perform all operations and customer service duties including, but not limited to loading and unloading crematoriums, processing cremains, packaging, quality control and servicing a route as a driver/customer service representative
• Manage all local customer relations and interactions (intake, viewing and visitations, emergency pick-ups etc.)
• Confidently address any, and all, client concerns (with or without support from other functional areas)
• Engage with Sales team on local clinic retention and adoption initiatives or other clinic-facing sales activities

Operations Care Center Manager

Customer Support

• Serve as the main point of contact for veterinary clinics, providing reliable and compassionate service
• Build trusted relationships with clinic staff and families through empathy, respect, and professionalism
• Safely handle pets in the aftercare process with dignity and care
• Manage customer needs and solve problems effectively
• Support Gateway’s reputation for exceptional service in every interaction
• Ensure clinics receive prompt and professional support for all their pet aftercare needs.
• Collect feedback to improve service quality and enhance the overall customer experience.

Customer Service Representative / Route Service Representative

Client Services Representative

• Ensure excellent customer service, interacting via telephone, email, and in-person.
• Build rapport and assist customers with product orders.
• Interact and provide information in response to inquiries about products and services.
• Determine client needs, offering possible solutions or follow-up as needed.
• Coordinate client service requests, to ensure delivery is in accordance with client expectations.
• Acquire and maintain appropriate interpersonal skills and extensive product knowledge of the full range of products and services.
• Ensure best practices processes and procedures on all administrative and operational activities within the department.
• Any other duties as assigned.

Client Care Specialist

• Serve as the main point of contact for veterinary clinics, providing reliable and compassionate service
• Build trusted relationships with clinic staff and families through empathy, respect, and professionalism
• Safely handle pets in the aftercare process with dignity and care
• Manage customer needs and solve problems effectively
• Collect feedback to improve service quality and enhance the overall customer experience

• Inspect crematory machinery and conduct preventative maintenance and repairs.
• Execute basic care, diagnose problems, plan and execute repairs, ordering necessary parts and supplies as required.
• Make recommendations to management based upon observed problems and or practical maintenance requirements.
• Perform general maintenance and repairs for assigned equipment and facilities including electrical, basic refractory, heating and cooling, and other building systems.
• Test to check whether systems and components are secure and are working properly.
• Isolate the systems or components that might have caused the problem.
• Operate equipment for testing purposes or diagnose using various equipment, including hand-held and onboard compression gauges or diagnostic computers.
• Maintain efficiency and accuracy in diagnosing as well as repairing machinery.
• Perform scheduled maintenance service.
• Repair or replace worn parts ahead of equipment breakdown or damage.
• Use power tools, machine tools and common hand tools.
• Review work orders and discuss work with supervisor.
• Test and adjust repaired systems to manufacturer's performance specifications.
• Advise maintenance manager on work performed, general equipment condition and future repair requirements.
• Diagnose faults or malfunctions and confirm findings with supervisor to determine whether to repair or replace unit.
• Plans repair work using buildings blueprints or equipment manual as needed.
• Performs general repairs that do not require a specialized technician.
• Performs routine maintenance on building systems.
• Cleans and assists with upkeep of the facilities.
• Orders supplies and materials needed for repairs and maintenance.
• Performs other related duties as assigned.
• Complete reports to record problems and work performed.
• Train on site personnel crematory maintenance basics and efficient and effective machine operation

Regional Maintenance Technician

• Responsible for various activities ranging from operation of the retort, creating and packaging paw prints, engraving plaques and memorial items and processing and packaging cremated remains.
• Perform a variety of daily duties such as operating the retort, creating, and packaging paw prints, engraving plaques and memorial items, quality control, and processing and packaging cremated remains.
• Maintain daily cremation goals, producing cremains with an emphasis on compassion and excellence.
• Monitor equipment to ensure the process is working properly, making adjustments as needed and submits maintenance requests.
• Perform basic cleaning and housekeeping activities such as sweeping, mopping, vacuuming, and dusting.
• Clean and maintain equipment used in cremation procedures such as machines that grind bones into powder.
• Follow safety procedures to protect themselves and others from exposure to hazardous materials or dust particles.
• Other duties as assigned.

• Operating the retort
• Creating and packaging paw prints
• Engraving plaques and memorial items
• Processing and packaging cremated remains
• Maintain daily cremation goals, producing cremains with an emphasis on compassion and excellence.
• Monitor equipment to ensure the process is working properly, making adjustments as needed and submits maintenance requests.
• Perform basic cleaning and housekeeping activities such as sweeping, mopping, vacuuming, and dusting.
• Clean and maintain equipment used in cremation procedures such as machines that grind bones into powder.
• Follow safety procedures to protect themselves and others from exposure to hazardous materials or dust particles.
• Other duties as assigned.

• Follow policies, procedures and service systems to meet the goals of the department
• Manage timelines for various projects, ensuring they are completed accurately and efficiently
• Perform various duties including, but not limited to, loading and unloading crematoriums, processing cremains and quality control, paw prints
• Shop maintenance, back up customer service rep/ driver, client care and communicating status to clinics.
• Assist in developing or transitioning clinic relationships.
• Perform other duties as required
• Assisting and supporting CCM in their duties

Operations Team Member

Operations Team Member

Operations Care Center Manager

Customer Service Representative / Route Service Representative

Client Care Specialist

Client Care Specialist

Client Care Specialist

Customer Service Representative / Route Service Representative

Regional Maintenance Technician

Operations Team Member

Operations Team Member

Client Care Specialist

Operations Team Member

Client Care Specialist

Operations Lead