About the role
Customer Service Representative (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 and are looking to grow our team!
Position Summary:
In the role of Customer Service Representative aka Parts Expert, the primary responsibility is selling the right parts to customers in a professional and timely manner, regardless of their geographic location. Effective service is achieved by quickly and accurately assessing the customer's needs, researching, ordering, and ensuring delivery of the required parts. As the face of Partstown Canada, the Parts Expert plays an important role as they deliver the professionalism, competence, and care that the customer experiences first hand. This role will report into the Manager, Parts Expert.
Job at a Glance
- Manage all inbound/outbound calls in a courteous, customer oriented manner
- Research part manufacturers, manuals and be able to identify commercial food equipment parts to better assist customers
- Listen to and understand customer needs and be able to provide quotes over the phone
- Process customer purchase orders through the computer system, ensuring accuracy
- Be proactive in following up with customers to discuss the status and progress of purchase orders and parts research
- Maintain strong relationships with the customers and manufacturers
- Act as the primary contact for conflict resolution by demonstrating strong listening and negotiation skills while speaking with irate customers to reduce escalation and increase customer satisfaction
- Other duties as assigned
What we are looking for:
- Minimum high school graduation required
- At least 1 year of customer service experience
- Previous experience in a role that involved parts and/or online and catalog research, and hands-on experience working with equipment and/or machinery would be considered an asset
- Experience using: Microsoft Office (Word and Excel), email applications (Outlook) and ability to learn new computer systems (SAP and Salesforce)
- 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 and through email
- Availability to work Mon-Fri between hours of 8:00am to 9:00pm
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.
About Parts Town
Parts Town was built from the ground up in 1987 with a team of just 5 people. The goal – to reinvent the restaurant equipment parts industry. 35 years later, we’re one of the fastest growing parts distributors in the foodservice equipment industry and have 1000+ team members who support national and international customers. How did we do it? We hired great people with great ideas. Where others saw the impossible, our Townspeople saw opportunity. We formed important partnerships with manufacturers and built an expansive inventory of OEM parts so we can ship faster and more efficiently. We kept technology front of mind, developing the industry’s first mobile app, where you can research and purchase parts with ease (no more headaches!). As our story continues to unfold, our culture will continue to be centered around our core values (Safety, Integrity, Community, Passion, Courage, and Innovation). Parts Town has been named to the Inc. 5000 list 15 years in a row, the Crain’s Fast 50 list 10 times, and we’ve landed on Chicago Tribune’s Top Workplace list for the past 3 years. We aren’t satisfied yet - our sights are always set on bigger, outside-the-box opportunities that will shake up the norm. We’re just getting started. Join us!
About the role
Customer Service Representative (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 and are looking to grow our team!
Position Summary:
In the role of Customer Service Representative aka Parts Expert, the primary responsibility is selling the right parts to customers in a professional and timely manner, regardless of their geographic location. Effective service is achieved by quickly and accurately assessing the customer's needs, researching, ordering, and ensuring delivery of the required parts. As the face of Partstown Canada, the Parts Expert plays an important role as they deliver the professionalism, competence, and care that the customer experiences first hand. This role will report into the Manager, Parts Expert.
Job at a Glance
- Manage all inbound/outbound calls in a courteous, customer oriented manner
- Research part manufacturers, manuals and be able to identify commercial food equipment parts to better assist customers
- Listen to and understand customer needs and be able to provide quotes over the phone
- Process customer purchase orders through the computer system, ensuring accuracy
- Be proactive in following up with customers to discuss the status and progress of purchase orders and parts research
- Maintain strong relationships with the customers and manufacturers
- Act as the primary contact for conflict resolution by demonstrating strong listening and negotiation skills while speaking with irate customers to reduce escalation and increase customer satisfaction
- Other duties as assigned
What we are looking for:
- Minimum high school graduation required
- At least 1 year of customer service experience
- Previous experience in a role that involved parts and/or online and catalog research, and hands-on experience working with equipment and/or machinery would be considered an asset
- Experience using: Microsoft Office (Word and Excel), email applications (Outlook) and ability to learn new computer systems (SAP and Salesforce)
- 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 and through email
- Availability to work Mon-Fri between hours of 8:00am to 9:00pm
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.
About Parts Town
Parts Town was built from the ground up in 1987 with a team of just 5 people. The goal – to reinvent the restaurant equipment parts industry. 35 years later, we’re one of the fastest growing parts distributors in the foodservice equipment industry and have 1000+ team members who support national and international customers. How did we do it? We hired great people with great ideas. Where others saw the impossible, our Townspeople saw opportunity. We formed important partnerships with manufacturers and built an expansive inventory of OEM parts so we can ship faster and more efficiently. We kept technology front of mind, developing the industry’s first mobile app, where you can research and purchase parts with ease (no more headaches!). As our story continues to unfold, our culture will continue to be centered around our core values (Safety, Integrity, Community, Passion, Courage, and Innovation). Parts Town has been named to the Inc. 5000 list 15 years in a row, the Crain’s Fast 50 list 10 times, and we’ve landed on Chicago Tribune’s Top Workplace list for the past 3 years. We aren’t satisfied yet - our sights are always set on bigger, outside-the-box opportunities that will shake up the norm. We’re just getting started. Join us!