Customer Care Specialist

Russell Food Equipment Limited•Edmonton, AB

7d•Hybrid

About The Position

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. MST, are located near one of our facilities, and are available for occasional in‑person collaboration.

Requirements

2+ years of customer service experience
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

Nice To Haves

Experience with, or knowledge of, commercial foodservice equipment and smallwares is considered an asset
French/English bilingualism is an asset but not required.

Responsibilities

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.