Gateway Services Inc.

Operations

• 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.
• Perform other duties as required.

Operations Care Center Manager

• 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.

Operations Team Member

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
• Manage customer needs and solve problems effectively
• Ensure clinics receive prompt and professional support for all their pet aftercare needs
• Anticipate clinic needs before requested, ensuring the highest level of quality service

Temporary Customer Service Representative/Route Service Representative

• 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.
• Assist with pick-ups/deliveries using a company vehicle to/from vet clinics, animal hospitals, and/or pet parent homes as needed.
• 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.

• 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

Temporary Customer Service Representative/Route Service Rep

• 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 Lead

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.

Gateway Services Inc.

Operations Care Center Manager

Operations Team Member

Operations Team Member

Temporary Customer Service Representative/Route Service Representative

Operations Team Member

Operations Team Member

Temporary Customer Service Representative/Route Service Rep

Operations Lead

Operations Team Member

Client Care Specialist

Customer Service Representative

Customer Service Representative

Client Care Specialist

Operations Team Member

Operations Team Member