Customer Care Representative

Location: Delta, BC

In this dynamic, fast-paced environment, the Customer Care Representative provides frontline support to consumers from all markets. As a team player, you will collaborate with Sales, Shipping, Technical, Marketing, and various other departments to get the answers and items your customers need. This position is responsible for performing accurate and timely order entry to ensure the customer receives the right product, at the right price, at the right time. The Customer Care Representative provides back-up coverage for reception during breaks, vacations, and as needed.

Duties and Responsibilities

  • Provide frontline support to consumers via incoming calls, letters and e-mail requests from all markets by responding to general enquiries with a problem solving focus; consulting with Technical Services, Sales, and other departments to resolve problems as necessary
  • Conduct all aspects of customer order entry for BC Dealers, Canadian Distributors, Export business and employee purchases, to ensure that the customer gets the right product at the right price, at the right time
  • Provide professional and productive communications with customers, customs brokers and freight carriers
  • Update BC Sales Reps, when required, of product shortages and/or availability
  • Coordination and follow through with the customer RMA (Return Material Authorization) process including dealer credit receipt
  • Collaborate with Sales, Shipping, Distribution and various other departments to ensure their needs are met, while balancing operational efficiencies and customer service levels
  • Organize and maintain customer service records
  • Provide backup coverage for reception as needed
  • Maintain professionalism and act in a manner consistent with FPI mission and guiding principles
  • Follow all Health & Safety programs; actively participate in Health & Safety training with the purpose of gaining knowledge and understanding
  • Contribute to a positive work environment focusing on Lean and continuous improvement initiatives
  • Other related duties as assigned


  • Advanced computer literacy with a strong proficiency in MS Excel & Outlook; ERP software (Epicor preferred) an asset
  • Strong organizational skills; able to prioritize and effectively manage multiple tasks simultaneously
  • Strong ability to work with structured business processes while maintaining adaptability
  • Demonstrated attention to detail and problem solving skills
  • Excellent communication skills (written/verbal) in English, with an emphasis on Professionalism & Customer Service
  • Ability to take initiative and follow through until completion


  • High School diploma or equivalent required
  • Training in effective conflict resolution methods


  • Minimum 3 years Order Desk/Call Center/Customer Service experience in a medium to large scale operation
  • Distribution systems and Inventory control experience in a multi-warehouse environment an asset


  • Competitive compensation package
  • Extended health & dental benefits
  • RRSP matching program
  • Profit-sharing
  • Compressed work schedules (with short Fridays)
  • Professional development opportunities
  • Employee Purchase Program
  • Friendly environment with Peer Recognition program
  • Smart Casual dress attire
  • Free coffee and parking

How To Apply

Interested candidates are invited to submit a resume with cover letter to the Human Resources Department by Applying Online or by email at

Only candidates considered for an interview will be contacted. Thank you for your interest in this position. We thank all applicants for applying but only short listed applicants will be contacted.
Customer Care Representative