Customer Care Specialist at Russell Food Equipment Limited

Vancouver, British Columbia, Canada -

Full Time

Start Date

Immediate

Expiry Date

02 Oct, 26

Salary

43000.0

Posted On

04 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Problem Solving, Computer Literacy, Attention To Detail, Organizational Skills, Order Processing, Relationship Management, Digital Tool Proficiency, Bilingualism

Industry

Wholesale

Description

Russell Hendrix is looking to add a Customer Care Specialist to join our Customer Care team. In this role, you’ll be a key point of contact for our customers, delivering high‑quality service and support through phone, email, and digital channels. You’ll work closely with internal teams to resolve inquiries, process orders, and ensure a seamless customer experience. This opportunity is ideal for a customer‑focused professional who takes pride in their communication skills, professionalism, and integrity, and who is looking to build a long‑term, meaningful career with a trusted organization. We welcome candidates who are able to work Monday to Friday, 8:00 a.m. – 5:00 p.m. PST, are located near one of our facilities, and are available for occasional in‑person collaboration. Who We Are At Russell Hendrix Foodservice Equipment, we empower customers to succeed by providing high‑quality foodservice solutions across Canada. For over 80 years, we’ve been a trusted partner to restaurants, hotels, and institutions nationwide, delivering industry‑leading design, product solutions, distribution, and execution. What It's Like to Work Here We’re a team of people who believe how we work matters just as much as what we achieve. Our values of respect, integrity, and accountability guide how we treat one another and serve our customers. Our culture is defined by a strong customer focus, a mindset of winning as one team, a commitment to investing in success, and a genuine sense of care. We collaborate, support one another, and take pride in delivering great work together. Joining Russell Hendrix means being part of a team that values your contributions, supports your growth, and gives you the opportunity to make a meaningful impact through your work. What’s In It for You: * Flexible Health & Dental Benefits ⇨ Choose from a tiered benefits package that lets you select the level of coverage that best suits you and your family’s needs. * Life Insurance ⇨ Peace of mind with coverage. * Employee & Family Assistance Program (EFAP) ⇨ 24/7 access to short-term counselling, as well as coaching, and financial and legal support. * $400 Annual Wellness Benefit ⇨ Invest in your well-being with support for fitness, mental health, and personal development. * Paid Volunteer Day ⇨ Give back to your community with one paid day off each year to volunteer. * Excellent Employee Discount ⇨ Enjoy great savings on our products. * Dynamic & Inclusive Work Environment ⇨ Be part of a team that values respect, integrity, and accountability. * Opportunities for Growth ⇨ We support your professional development and career advancement through training, mentorship, and internal mobility. What You’ll Do * Build and maintain professional relationships with franchisees and operators by responding to inquiries, resolving issues, and delivering exceptional customer service. * Handle incoming calls related to customer orders and inquiries, while identifying opportunities to initiate additional sales during order placement. * Provide support with related documentation, including Purchase and Finance Agreements, credit requests, invoice reprints, Contracts/Schedule A’s, profit analysis reports, shipping reports, and opening package documents. * Process web orders and respond to customer inquiries through live chat and call-centre channels. * Communicate and collaborate with internal teams including Purchasing, Warehouse, Inventory, Accounts Receivable, and Accounts Payable * Monitor stock levels for assigned items and assist with follow-up to ensure adequate inventory (On Hand Inventory Reports). * Track open and shipped orders, maintain and updare Requested Ship Dates (RSD'S), and communicate updates or issues to Account Managers and customers. * Coordinate returns, schedule pickups, liaise with the warehouse, and arrange credits as required. * Support invoice follow-up and payment collection by working with Account Managers, customers, and Accounts Receivable. * Coordinate large smallwares package orders. * Perform other related duties as assigned. What You Bring Education and Experience * 2+ years of customer service experience * Experience with, or knowledge of, commercial foodservice equipment and smallwares is considered an asset Skills and Experience * A genuine passion for helping customers and solving problems * Strong computer skills and comfort working with multiple systems and digital tools * Excellent written and verbal communication skills * A pleasant, professional demeanour with the ability to remain calm and effective in high‑pressure situations * Strong attention to detail and organizational skills * A desire to learn, grow, and contribute to team success * French/English bilingualism is an asset but not required. Our Commitment to Inclusion Russell Hendrix welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Russell Hendrix is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Russell Hendrix is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

Responsibilities

Serve as a primary point of contact for customers to resolve inquiries, process orders, and manage documentation across digital and phone channels. Collaborate with internal teams to monitor inventory, track shipments, and coordinate returns and credits.