With over 115 years of experience, EMCO Corporation is a leading national wholesale distributor of plumbing, HVAC, waterworks, and industrial products to the construction industry. We provide quality and cutting-edge products that help support residential, commercial and infrastructure initiatives across Canada.

At EMCO Corporation, we are committed to providing sustainable solutions to our customers and communities in which we live and serve. Our talented and passionate team members are the key to our success. We empower our team members to act like owners and make a difference within our business through striving for innovation and providing excellence in customer service.

We offer a fun, fast-paced and dynamic workplace. We work as a team, share core values, and support each other’s growth and development. As our teammate, you will have the opportunity to continually develop your skills through ongoing training, have the opportunity to be innovative and try new things, and work alongside passionate colleagues with diverse backgrounds and experiences. We are a team of enthusiastic individuals who are dedicated to meeting and exceeding the needs of the customers we serve.

As a member of the Digital Sales Team, you will be responsible for providing support to EMCO teammates and customers across Canada. The Business Analyst plays a crucial role in ensuring teammate and customer inquiries are resolved within established service level objectives.

Candidates must be willing and able to participate in project, maintenance, and support activities outside of business hours.

Must be legally authorized to work in Canada.

Key Responsibilities

Reporting to the Digital Sales Manager, this position is responsible for ensuring that business end users and customers receive the highest quality of support services in adherence with the established service level objectives. The Business Analyst will be responsible for:

• Respond to internal teammate and external customers questions related to the Digital Sales applications.
• Monitor application health and report any bugs/issues to the Digital Sales Manager
• Act as a subject matter expert for Digital Sales related applications for support of project initiatives.
• Work with internal and external developers to test bug fixes and new feature rollout.
• Work with the Digital Sales team to prioritize and roadmap enhancement efforts.
• Document requirements and use cases for application testing and enhancements.
• Recommend enhancements to meet new or changing customer requests.
• Perform ongoing system maintenance and updates as required.
• Track projects and system incidents through to resolution via the ticket tracking system
• Review system audit logs, documents and action events as required.

Education and Experience

• Minimum (2) years' experience in a customer service / support role.
• University Degree or College Diploma in a related field is preferred.
• Background in e-commerce or marketing is considered an asset.

Other Skills

• Exceptional customer service.
• Strong organizational skills with the ability to communicate well both verbally and in writing.
• Eager to fully understand end user’s issues, find solutions promptly.
• Building and maintaining positive relationships.
• Solution-oriented, focusing on driving end user issues to timely and satisfactory resolution.
• Organized with the ability prioritize and multitask.
• Ability to absorb and retain information quickly.
• Highly self-motivated, self-directed and keen attention to detail.
• Proven analytical, troubleshooting, and problem-solving abilities.
• Experience working in a team-oriented, collaborative environment.
• Ability to travel, primarily within Canada.
• Speaking French is a plus.

Why Join Our Team?

EMCO Corporation is one of Canada’s largest integrated wholesale distributors of plumbing, HVAC, waterworks, and industrial products for the construction industry. We have endless opportunities for you to grow and develop in your career and a culture that prides itself in supporting you every step of the way!

In addition, we will offer you:

• Great mentors and on-the-job training
• Growth potential with competitive salary, benefits, and profit sharing
• A career with a solid, stable company with strong core values
• Participation in our pension plan with employer contributions
• Work-life balance and flex time

EMCO is an equal opportunity employer and is committed to maintaining a discrimination, harassment, and barrier free workplace where all employees can contribute to their fullest potential. EMCO is committed to diversity, equity, and inclusion in our workplaces. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, colour, creed, place of origin, sex, sexual orientation, gender, gender identity, gender expression, religion, family or parental status, or any other characteristic protected by the law. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, neurodiversity, and others who may contribute to the further diversification of ideas.