Customer Service/warehouse

**Career Opportunity**

**Service Writer/ CSR/ Shipper Receiver - Fort Saskatchewan, Alberta**

If you have experience in the Heavy Duty Equipment industry and thrive on a technical role in a customer-facing work environment, we’d love to hear from you

We are Gordon Russell Ltd., a fourth-generation family-owned enterprise, in operation for over eighty years. As a sales distributor and service supplier of industrial mechanical equipment to the forestry, mining, pulp and paper, and oil and gas industries, we’re an authorized distributor of leading brands from the US and overseas. Through our highly skilled sales and service staff and field technicians, we take a long-term interest in customer support with timely repairs, rebuilds, and maintenance of the products we represent. Our operations are well-established in four locations: Red Deer, Alberta, Delta, BC (head office), Prince George BC & Fort Saskatchewan, Alberta

Our team is expanding and we’re currently recruiting for a full-time **Service Writer**to join our team in Fort Saskatchewan, Alberta.

**The Opportunity**:
**Position Purpose**

The Customer & Service Operations Coordinator is a dynamic and multifaceted role that integrates key responsibilities from Customer Service, Service Writing, and Shipping/Receiving operations. This role is essential to the efficient, responsive, and professional management of sales, service, and logistics functions at Gordon Russell Limited. As a central figure in daily operations, you will handle customer inquiries, facilitate service order flow, and manage parts and inventory movement — all while maintaining a high standard of customer engagement, documentation accuracy, and teamwork.

**Core Accountabilities**
- **Service Requests**_
- Responds in a timely basis to customer requests, displaying a sense of enthusiasm and urgency appropriate to customer expectations.
- Documents mechanical problems and services by listening to customer’s detailing of symptoms, clarifying description of problems.
- **Service Quotes**_
- Prepares quotes by clarifying and documenting description of mechanical problems and symptoms, including costing materials, supplies, subcontractors, and labor.
- Follows up on outstanding quotes.
- Consults with Service Manager on major changes and brings into the conversation to assist in developing a resolution.
- Obtains quote approval from customers and advances work order to order processing.
- Customers are quoted within 8hrs or less for any required follow up work related to field service calls.
- **Service Order Processing**_
- Processes and tracks SVC order until ready for dispatch.
- Seeks part delivery updates from Purchasing. Works on expedite plan.
- Manages service deals, communicating to Service Manager on status.
- **Service Call Package Analysis**_
- Analyzes service evaluations (inspections), change orders, and road work job form on all service jobs, ensuring accuracy and completeness of actionable items.
- **Branch Specific Accountabilities**_
- [Fort Saskatchewan] Administer Service Purchase Orders - Field / XTE Purchase Orders.
- [Fort Saskatchewan] Perform Shipping/Receiving tasks as required.
- Execute warranty claim per Service Manager direction.
- Ensure adequate shop supplies, tooling etc. are maintained in the service trucks as directed by Service Manager.
- General Service/Office administration as needed (filing, credit receipts, payables/receivables, monitor phone lines)

**Location**
- Based out of one of GRL’s locations: Fort Saskatchewan

**Key Relationships and Interactions**
- Fort Saskatchewan based: reports to Branch Manager, Fort Saskatchewan
- Key Collaborations: Administration staff (local and other offices), Product Specialist, Inside Sales,
- Key external interactions: customers, prospective customers, vendors

**Success Measures**
- **Efficiency and Timeliness**_**-**Efficient, timely and accurate execution of service work orders, from initial call through to invoice prep. Service jobs move efficiently through all stages, from work order creation to post service follow up, without disruption caused by unexpected parts shortage, poor communication, or scheduling errors.
- **Customer Service**_**-**Builds customer confidence, ensures commitments to customers are met, clearly communicates requirements internally; continuously searches for ways to improve customer service. Customer feedback reflects appreciation of clear, timely, accurate and professional communication. Takes initiative to exceed customer satisfaction even if it requires overcoming obstacles.
- **Teamwork**_ _- _Contributes to the well-being of the team by assisting others when needed and offering constructive suggestions for more efficiently managing workflow and enhancing communication in the workplace. Approaches each situation with a focus on the success of the team. When appropriate, seeks support from supervisor and peers/departments when making decisions.
- This position is Monday through