Gateway Services Inc.

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

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

Customer Service Representative/Route Service Representative

Manager

• 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
• 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)
• Manage completion of orders from intake to delivery to ensure on-time delivery of orders

Care Center Manager

• 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.

Temporary Customer Service Representative/Route Service Rep

• 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
• Educate clients on services, answer questions, and address concerns promptly
• 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
• Address any service issues proactively and escalate concerns to the appropriate department when necessary
• Maintain all proper documentation and tracking for all pets entrusted to you
• Assist with administrative tasks related to client accounts, including billing inquiries and service modifications.
• Follow company safety guidelines, adhere to store policies, and maintain vehicle and equipment standards.

• 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
• Collect feedback to improve service quality and enhance the overall customer experience