Customer Care Generalist

Position Summary  Provides friendly and efficient customer service, order processing, and delivery support to customers of Gordon Food Service via phone, email, SMS, chat, and internet. Strengthens customer relationships through strong product knowledge, product application, delivery coordination, and error resolution. Promotes and utilizes E‑Commerce technologies.
Location  The successful candidate should be able to commute to the Milton DC (Ontario) or the Amherst DC (Nova Scotia).
Shift  Tuesday to Saturday – 8am to 5pm EST
Sunday to Thursday – 8am to 5pm EST

What We Offer   Salary range: $46,000 to $48,000 with a potential 10% bonus.
Medical, Dental, Prescription Drug, and EFAP benefits after 30 days of employment.
Full flex benefits program.
Company matching RRSP.
Family culture.
Advancement opportunities.
Profit sharing.
128‑year, family‑owned and operated company history.
Duties and Responsibilities   Serves as liaison between account managers and partners within the customer organization.
Participates as core member in new customer implementation process and develops and maintains ongoing customer relationships.
Supports and partners within assigned division and customer assignments; performs effective route management.
Manages customer orders manually or via EDI/3rd‑party ordering systems or fax and completes timely callbacks/e‑mails to discuss edits and confirm complete orders.
Maintains current knowledge of products and system status within divisions and distribution centers to assist DSRs and customers.
Serves as information resource to Account Managers, Logistics, and Sales Support on product‑related questions regarding inventory levels, excessive punches, and general product information.
Mentors new Customer Care Specialist and attends ongoing training sessions.
Arranges exception deliveries in collaboration with Transportation departments, 3rd‑party order/delivery systems, UPS, or other delivery services aligned with Gordon Food Service.
Determines appropriate credits for customers.
Assists with invoice and credit memo inquiries and processes appropriate credits for customers as needed.
Sources product based on customer needs with Stock, Non‑Stock, and EPO items (added).
Creates business analytics reporting for customers and DSRs as requested.
Responsible for recall communication management.
Performs other duties as assigned.
Experience & Competencies   Excellent communication and interpersonal skills to provide an exceptional first impression and reliable customer service, order entry, and issue resolution.
Excellent written, verbal, organizational, and communication skills.
Ability to multitask, prioritize, and work independently or within a team environment.
Highly motivated self‑starter with a focus on details and accuracy in a fast‑paced environment.
Strategic thinker, inquisitive, innovative, and creative to build relationships, network, link resources, and apply business practices.
Good customer service and time‑management skills.
Ability to problem‑solve and develop solutions to complex business issues while balancing customer needs within Gordon Food Service business practices.
Demonstrated understanding of the Food service industry and operations.
Ability to adapt to frequent technological and GFS proprietary application changes and program functions.
Ability to perform 10‑key data entry.
Education & Minimum Experience Requirements  High School Diploma (or equivalent) plus 3 or more years of customer service or call‑centre experience. Degree in Sales, Marketing or related field preferred.
Equal Opportunity Employment  Gordon Food Service is an equal‑opportunity employer who strives to provide an inclusive work environment that involves everyone and embraces the diverse talent of its people. All qualified applicants and employees will receive consideration for employment, or in terms or conditions of employment, without regard to any enumerated or analogous grounds of discrimination, including race, religious beliefs, colour, gender, gender identity, gender expression, physical disability, mental disability, age, ancestry, place of origin, marital status, source of income, family status, sexual orientation or status as a qualified individual with disability.

If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request to  and use the words “Accommodation Request” in your subject line.

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