Customer Service Representative - Call Centre

*Company:* Nella Cutlery & Food Equipment Inc.*Job Type:* Full-Time, Permanent*Department:* Ecommerce*Experience Level:* Experienced Professionals Only

*About Nella Cutlery & Food Equipment*

Nella Cutlery & Food Equipment Inc. is a leading Canadian supplier of commercial kitchen equipment, restaurant supplies, and foodservice smallwares. Established in 1952, we serve restaurants, hotels, bars, bakeries, catering companies, and other foodservice businesses across Canada.

We are seeking an experienced *Ecommerce Customer Service Representative with a background in the foodservice industry* to join our growing ecommerce team. This position is ideal for someone who understands the operational needs of restaurants and commercial kitchens, is familiar with foodservice equipment and smallwares, and can confidently manage customer inquiries, coordinate orders, resolve issues, and identify sales opportunities.

This is not an entry-level customer service position. We are looking for a knowledgeable, proactive professional who can work independently, communicate effectively with vendors and customers, and help us deliver an exceptional online shopping experience.

*Experience Requirement:* Candidates must have previous professional experience in the foodservice industry. Relevant backgrounds may include restaurant equipment distributors, foodservice supply companies, commercial kitchen equipment dealers, restaurants, or other foodservice businesses. Candidates must have a strong understanding of foodservice operations and be comfortable discussing commercial equipment, smallwares, product availability, and order fulfillment with customers. This is an experienced position and is not suitable for entry-level applicants.

*Key Responsibilities1. Ecommerce Customer Service & Order Management*

* Manage and process incoming ecommerce orders across Nella's main online store.
* Respond to customer inquiries regarding product availability, pricing, order status, delivery timelines, and product specifications.
* Coordinate directly with vendors to obtain accurate product availability and lead-time information.
* Recommend suitable product substitutions when items are unavailable, backordered, or discontinued.
* Manage return merchandise authorizations (RMAs), coordinating return requests, product issues, and resolutions in accordance with company policies.
* Monitor voicemail messages and ensure customer inquiries are addressed promptly.
* Review outstanding backorders, follow up on product availability, and coordinate the processing of orders as inventory becomes available.
* Work with internal departments to resolve order discrepancies and minimize fulfillment delays.

*2. Shipping & Freight Quote Coordination*

* Obtain shipping and freight quotes directly from UPS and less-than-truckload (LTL) freight carriers.
* Prepare custom shipping quotes for customers purchasing commercial kitchen equipment and other oversized or heavy products.
* Coordinate with carriers to confirm rates, delivery options, and applicable shipping requirements.
* Proactively follow up on outstanding quotes and provide customers with timely, accurate shipping information.
* Help reduce quote turnaround times, allowing the ecommerce team to respond to customers and close sales more efficiently.

*3. Online Chat & Phone Support*

* Manage incoming website live chat inquiries and provide timely, knowledgeable responses.
* Handle incoming phone calls relating to ecommerce orders, product inquiries, shipping, returns, and general customer service.
* Resolve inquiries directly whenever possible and route specialized requests to the appropriate department or team member.
* Maintain a professional, customer-focused approach across all communication channels.
* Convert inquiries into sales by providing relevant product information, pricing, and purchasing assistance.
* Proactively offer product alternatives where appropriate.

*4. Sales Support*

* Provide day-to-day sales su