Customer Service Representative (CSR)

R.G. Henderson & Son Limited; Markham; On-site; CAD 33,000 - 36,000; Full time

Benefits offered by this job

Competitive compensation

Group benefits

Retirement savings plan

Training & development

24/7 support

Job summary

RGH Commercial Equipment Service in Markham, Ontario, is seeking a Customer Service Representative. You will be the first point of contact for customers, handling calls and emails, processing paperwork, and ensuring accurate data entry while delivering attentive service.

The role requires at least a high school diploma and 1–2 years in customer service, plus experience with an ERP system and strong MS Office skills. Overtime may be required; join a team committed to service excellence.

Qualifications

• High school diploma or equivalent.
• 1–2 years of customer service experience.
• Experience with a current ERP system is required.
• Proficient in MS Office (Word, Excel, PowerPoint) and Outlook.

Responsibilities

• Handle all inbound and outbound calls in a courteous, client‑oriented manner.
• Proficient and timely customer email correspondence.
• Process customer service requests through the computer system with accuracy.
• Maintain strong working relationships within the Service Department.
• Provide customers with updates, ETAs, and schedules; coordinate with technicians and subagents.

Skills

Customer service

Data entry

Typing speed 50 wpm

Microsoft Office

Outlook

Education

High school diploma

Tools

ERP system

Microsoft Office

MS Outlook

Job description

RGH Commercial Equipment Service

Customer Service Representative

$24 - $26 per hour

Who are we:

RGH, a division of Heritage Food Service Group of Canada, is the largest service provider for the food service industry in Toronto (GTA) with operations in the South-Western Ontario area. We have over 125 years of history and our licensed, factory-trained technicians minimize downtime and prioritize urgent service. In addition, we have an extensive support team to drive service excellence and we maintain a sizable inventory of OEM parts. We are the industry leader in Canada, and we care beyond service!

A Day in the life:

The individual is the first point of contact for the customer, brings service excellence that is of the highest quality and leaves them with the strong impression that they have been listened to and that they will be looked after. Providing careful and accurate processing of paperwork, data entry, and email communications for customers and other stakeholders, are also key aspects of quality customer service.

A Typical Day:

• Manage all inbound/outbound calls in a courteous, client-oriented manner.
• Proficient and timely customer email correspondence.
• Process customer service requests through the computer system, ensuring accuracy.
• Maintain strong working relationships within the Service Department.
• Responsible for handling customer service requests from creation to completion, ensuring exceptional service.
• Handles all incoming communication from customers and other stakeholders.
• Provides customers with updates, ETA's, schedules and contacts subagents, technicians and other stakeholders as needed.
• 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.
• Builds positive relationships with all customers through active listening and providing opportunities to the customer for better service.
• Warranty verification.
• COD Payment processing.
• Other duties as assigned.

What You Need to Land This Opportunity:

• Minimum high school graduation required.
• Minimum of 1-2 years' experience working in customer service.
• Must have experience with a current ERP system.
• Intermediate computer skills: Microsoft Office (Word, Excel and PowerPoint), email applications (MS Outlook) and the ability to learn new computer systems.
• Minimum 50 wpm.
• Ability to keep information confidential.
• Strong data entry skills, basic math and proofreading abilities.
• Strong time management, organization and multitasking abilities.
• Excellent English communication skills over the phone, in person and through email.
• Manual dexterity required to use desktop computer and peripherals.
• Ability to sit and operate a computer and telephone for long periods of time.
• Overtime may be required.

Why work for us?

• Industry-leading compensation
• Each day brings new challenges and endless learning opportunities.
• Comprehensive group benefits and retirement savings program
• Extended health, dental and Long-Term Disability coverage
• Employee Assistance Program
• Training and Development Opportunities
• 24/7 Resources and Support
• Industry leaders in Canada
• You will be part of a growing, stable organization, that is the industry leader in Canada

RGH Commercial, a division of Heritage Food Service Group of Canada, is an inclusive and equal opportunity employer. We are committed to ensuring equal access and participation for people with disabilities and to meeting our obligations under the Ontario Human Rights Code and all applicable accessibility legislation. We promote dignity, independence, and integration by identifying, removing, and preventing barriers.

If you require a disability‑related accommodation during the recruitment process, please let us know so we can meet your needs.

Our team values diversity, safety, integrity, service excellence, and collaboration. We support our communities both internally and externally, and we invite you to join a Canadian industry leader in commercial kitchen equipment service.

While we appreciate all applications, only candidates selected for an interview will be contacted. Note that all candidates must be at least eighteen (18) years old and legally eligible to work in Canada.