Bilingual Customer Service Representative - aka Parts Expert

(Remote - Hybrid)

About Us

Parts Town Canada, a division of Heritage Food Service Group of Canada Limited, is the single source for the largest inventory of 100% Genuine OEM foodservice replacement parts on the ground in Canada. We are the leader within our industry.

Position Summary:

In the role of Parts Expert, the primary responsibility is selling the right parts to customers in a professional and timely manner via email, phone, or online chat. Effective service is achieved by quickly and accurately assessing the customer's needs, researching, ordering, and ensuring delivery of the required parts. The Parts Expert plays an important role as they deliver the professionalism, competence, and care that the customer experiences firsthand. This role will report into the Director of Customer Experience.

Job at a Glance

• Conducts all inbound/outbound calls, emails, or online chat in a courteous manner.
• Researches parts manufacturers, manuals and be able to identify commercial food equipment and related parts to better assist customers.
• Listens to and understands customer needs and be able to provide quotes as required.
• Processes customer orders using multiple systems efficiently and accurately.
• Provides proactive work in following up with customers to discuss the status of orders, providing ETAs and assisting with parts research.
• Maintains strong relationships with customers and manufacturers.
• Acts as the primary contact to provide solutions for customer inquiries.

What we are looking for:

• Fluency in French and English is a must
• High school graduation required
• Minimum of 1 year experience working in a customer service role
• Previous experience in a role that involved parts and/or online and catalog research, and hands-on experience working with equipment and/or machinery is an asset
• Experience using: Microsoft Office (Word, Excel and PowerPoint), ERP, CRM, email applications (Outlook) and ability to learn new computer systems
• Strong data entry skills and proofreading abilities
• Ability to work in a high pressure, fast paced environment
• Team orientated and customer service approach to work
• Strong time management, organization and multitasking abilities
• Excellent communication skills over the phone, in person, and through email
• Shift timing may include evenings as well

Our recruitment process:

At Parts Town Canada, we follow a standard recruitment process with each candidate we contact:

• After completing your application through our career website or a job board, you will receive an email from Parts Town Canada, letting you know that we received your application.
• Any emails you receive will come from one of these domains: @hfsgc.ca; @partstown.ca; @applicantemail.com.
• If your application is being considered for further review you will receive an email from one of our HR team to set up a telephone interview
• Once the telephone interview is completed, if you are advanced to the next step you will have an in-person interview with one of our hiring managers
• Due to the high volume of interest, we regret that we are unable to respond to all applications.

Parts Town Canada , a division of Heritage Food Service Group of Canada is an inclusive and equal opportunity employer. If you require a disability related accommodation to participate in the recruitment process please inform us by email. We will accommodate your needs under the Ontario Human Rights Code. While we appreciate all applications, only those candidates selected for an interview will be contacted. We thank all applicants for their submissions.