Company: Nella Cutlery & Food Equipment Inc.Job Type: Full time, PermanentDepartment: EcommerceExperience 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 support, with a primary focus on retail customers and ecommerce sales.
- Support the B2B sales team as required, including providing backup coverage during staff absences.
- Identify opportunities to recommend complementary products, suitable alternatives, and additional items that meet customer needs.
- Follow up on customer inquiries and outstanding quotes to help convert opportunities into completed sales.
- Collaborate with the ecommerce and sales teams to improve customer retention and overall sales performance.

Qualifications & Experience

Required qualifications:

- Previous experience working in the foodservice industry is mandatory.
- Demonstrated experience in customer service, order management, sales support, or a similar operational role within the foodservice sector.
- Strong working knowledge of commercial kitchen equipment, restaurant supplies, and/or foodservice smallwares.
- Experience handling customer inquiries, order discrepancies, backorders, returns, and product availability issues.
- Strong communication and problem-solving skills, with the ability to communicate professionally with customers, vendors, and internal teams.
- Excellent organizational skills and the ability to manage multiple priorities in a fast-paced environment.
- A proactive,



detail-oriented approach with the ability to work independently and take ownership of customer requests.
- A sales-oriented mindset with a focus on resolving customer needs and converting inquiries into orders.
- Proficiency with computers, email, and order processing systems.

Preferred qualifications:

- Experience working for a restaurant equipment distributor, foodservice supplier, commercial kitchen equipment dealer, or wholesale foodservice business.
- Experience supporting an ecommerce store or processing online orders.
- Familiarity with SAP Business One or other ERP systems is an asset.
- Experience with CRM platforms is an asset.
- Familiarity with Shopify or other ecommerce platforms is an asset.

What We Are Looking For The ideal candidate is an experienced foodservice professional who understands the urgency of restaurant operations and the importance of reliable product availability and delivery timelines. You should be comfortable speaking with restaurant owners, chefs, purchasing managers, and other foodservice professionals. You can identify customer needs, suggest practical alternatives, follow up without being prompted, and take ownership of inquiries until they are resolved.

We value candidates who are commercially minded, resourceful, dependable, and motivated to improve the customer experience while contributing to ecommerce sales growth.

Why Join Nella?

- Join an established Canadian foodservice supplier with a history dating back to 1952.
- Be part of a growing ecommerce department with opportunities to improve processes and customer experience.
- Work with a broad range of commercial kitchen equipment, restaurant supplies, and foodservice products.
- Contribute directly to customer satisfaction, sales growth, and ecommerce operations.
- Collaborate with an experienced team serving foodservice businesses across Canada.

How to Apply Please submit your resume outlining your relevant foodservice industry experience, customer service background, and familiarity with commercial kitchen equipment or restaurant supplies.

Important: Applicants must have prior foodservice industry experience. Candidates without relevant industry experience will not be considered.

Pay: $20.00 per hour

Benefits

- Casual dress
- Life insurance

Application question(s):
- Do you have professional work experience in the foodservice industry?
- Where have your worked within the foodservice industry
- Have you used an ERP, ecommerce, or order management system in a previous role?
- Please list the platforms you have use in your past/current role.
- Are you comfortable handling customer inquiries by phone, email, and live chat while also following up on sales opportunities?
- How many years of professional experience do you have in the foodservice industry?

Work Location: In person

📌 Ecommerce Customer Service Representative (Toronto)
🏢 Nella Food Equipment
📍 Toronto