Customer Service Representative (E-commerce) - Restaurant Equipment | US Market (Remote)

For my client – a leading online restaurant supply store with a clear mission to help customers save time and money when purchasing commercial kitchen equipment and supplies through a customer-centric shopping experience and strong industry buying power – we are looking for a Customer Service Representative.

We are seeking a Customer Service Representative to work collaboratively in assisting the best-in-class sales team and e-commerce store. This position involves expertise in providing exceptional customer service, resolving customer inquiries, and ensuring customer satisfaction through effective communication and problem-solving skills.

The ideal candidate is tech-savvy, able to create training materials, excellent prioritization skills; capable of multitasking without stress and team-oriented, always ready to support colleagues.

WHAT WE’RE SEEKING IN OUR IDEAL CANDIDATE:

Minimum of 5+ years of experience in customer service (e-commerce, retail, or call center preferred).
Excellent proficiency in English; must be able to speak and write fluent English.
Bachelor’s degree is preferred.
Proven experience in resolving customer inquiries and providing exceptional customer service.
Strong understanding of customer service principles, practices, and standards.
Ability to work effectively with all levels of the organization and build strong relationships.
Demonstrated ability to manage multiple tasks and priorities in a fast-paced environment.
Required: Ability to work US-based hours/time zone – strictly 9:00 AM–5:00 PM EST – and collaborate effectively with a distributed team (including asynchronous communication when needed).

Nice to have

Experience in e-commerce customer support (order-heavy environments)
Certification in customer service or related areas is a plus.
Experience in a high-volume queue with SLAs (response time, resolution time)
Experience with ticketing/helpdesk systems (Zendesk, Freshdesk, Gorgias, Intercom, Salesforce Service Cloud, etc.)
Experience in a remote customer service role with reliable attendance and schedule discipline

MAIN JOB FUNCTIONS:

Provide exceptional customer service by promptly addressing and resolving customer inquiries and concerns.
Maintain a positive and professional demeanour while interacting with customers via phone, email, and chat.
Identify and escalate complex issues to the appropriate departments for resolution.
Ensure customer satisfaction by following up on issues and providing timely updates.
Document customer interactions and transactions in the customer service database.
Collaborate with team members to improve processes and enhance the customer experience.
Assist in training new customer service representatives and share best practices.
Stay updated on product knowledge and company policies to effectively assist customers.

WHY JOIN THIS TEAM:

We truly believe that what you do and where you work matters. The opportunity to grow and to build new relationships in a friendly environment makes it fulfilling and exciting to come to work each day.

Perks:

Virtual position with Flexible Schedule and freedom.
Special pricing on all our commercial kitchen equipment and supplies.
Expert training and company paid continual education offerings.

Benefits:

Competitive salary
Competitive bonus structure
Medical, vision, and dental coverages (credit available)

Does this sound like your kind of challenge? If you’re fired up by fast-paced problem-solving, taking ownership, and delivering a best-in-class customer experience—apply now and let’s talk. Send your CV in English at cv@tk-recruitment.com – we can’t wait to connect and learn more about you.

#TKRecruitment #Ecommerce #CustomerServiceRepresentative #CustomerSupport #EcommerceSupport #RemoteJob #WorkFromAnywhere #ESTHours #USHours #OrderManagement #CustomerExperience #PhoneSupport #EmailSupport #ChatSupport #AttentionToDetail #ProblemSolving #FastPacedEnvironment #HighVolumeSupport #EnglishFluent

Share this job opening:

Case Study: Chief Marketing Officer for an International Forex Broker

Task:
An international Forex Broker tasked us with finding a Chief Marketing Officer for their office in Argentina. The ideal candidate needed at least five years of international experience, fluency in English, and an impeccable reputation across all prior roles.

Solution:
Given the stringent requirements, our search immediately narrowed to a highly selective pool of professionals. We focused on candidates with proven marketing experience in both Europe and the LATAM, leveraging LinkedIn, global professional networks, and industry associations to identify top talent.

Working closely with the company’s management, we developed a rigorous multi-stage evaluation process, including advanced skills assessments designed to pinpoint candidates with the exact competencies and leadership qualities needed. After thorough vetting, we presented a shortlist of exceptional candidates. The final decision was made within four weeks.

Result:
The selected Chief Marketing Officer has seamlessly integrated into the Argentina office, quickly leveraging their international expertise to drive impactful marketing strategies. The client is extremely satisfied, noting immediate positive contributions — and confirming the value of our specialized, global approach to recruitment.

Case Study: Personal Assistant to the General Manager at a Law Firm

Task:
A respected law firm entrusted us with finding a Personal Assistant for one of their General Managers. The role required not just legal knowledge, but a rare combination of personal attributes: strong stress resistance, a non-confrontational nature, strict discipline, and meticulous attention to detail.

Solution:
While each of these qualities is common individually, finding them all in a single candidate can be challenging. In this case, our process was especially efficient. We implemented targeted assessments to evaluate stress resistance and adaptability, ensuring candidates could handle the demands of a busy legal environment and fit seamlessly into the existing team.

After thorough screening, we presented the two top candidates. The client selected the one who best matched both their professional needs and company culture.

Result:
The new assistant quickly made a positive impact, earning praise for professionalism and reliability. The client is so pleased with the result that they have already initiated the process for further recruitment with us, entrusting TK Recruitment with new roles as their team grows.

Case Study: HR Manager for an International FinTech Startup (Microcredits)

Task:
A fast-growing, ambitious FinTech startup specializing in microcredits turned to us for a crucial hire — a Human Resources Manager. The company needed someone who could build HR processes from the ground up while skillfully balancing the interests of both management and employees, fostering a positive, collaborative culture.

Solution:
We knew this role required more than just HR expertise; it called for a unique blend of responsibility, leadership, and empathy. Our team placed special emphasis on identifying candidates with the personal qualities to bridge gaps, restore balance, and inspire trust within a young, dynamic company.

Through targeted sourcing and careful assessment, we focused on both professional experience and personality fit, ensuring candidates could thrive in a startup environment and lead with authority and understanding.

Result:
Within a short timeframe, we identified several top candidates who matched all criteria. After a series of interviews, the client selected the ideal HR Manager — someone who is now not only building the company’s HR systems from scratch but also nurturing a strong corporate culture and driving effective recruitment. The collaboration has already shown tangible results, setting the foundation for sustainable growth.

Case Study: LinkedIn Executive Search for a European Bookmaker in Mexico

Task:
A leading European bookmaker with an office in Mexico needed to recruit a Compliance Risk Manager — a highly specialized financial monitoring expert. The ideal candidate required substantial experience in the financial sector, recognized certifications, and fluent English, plus a proven record of stability in previous roles.

Solution:
We designed a tailored search strategy to meet international standards and certification requirements, focusing on candidates with outstanding project achievements, impeccable English, and stable professional backgrounds (with no more than one job change every five years).

Our primary sourcing channel was LinkedIn, where we meticulously analyzed over 70 candidate profiles that matched the client’s criteria. Each selected candidate faced a rigorous assessment process:

Technical test task before the initial interview
Two rounds of in-depth interviews
A final practical task post-interview

From this extensive process, we presented the client with three highly qualified finalists.

Result:
The candidate who excelled at every stage was offered the position and accepted. Within the first month, they quickly became a key member of the team, delivering impressive results. Pleased with the outcome, the company continues to expand in Mexico and has chosen us as their trusted partner for future specialist searches.

Case Study: Establishing a Foreign Representative Office for an Estonian Manufacturing Company

Task:
A global provider of fuel and fleet management solutions asked us to recruit a skilled Service Engineer in Mexico — despite having no legal presence or experience hiring in the country. The task was further complicated by strict technical requirements, the need for advanced English proficiency, and the company’s lack of a registered Mexican entity.

Solution:
We began by consulting the client on all aspects of establishing a legal entity in Mexico, explaining the nuances of the local labor market and employment regulations. Our guidance covered everything from company registration to accounting and legal support.

Once the hiring requirements were fully defined, we launched a comprehensive talent search using local job portals, social media, professional communities, and personal recommendations. We conducted initial interviews on behalf of the client, facilitated meetings with top candidates in Mexico, and organized international travel for final interviews with company leadership.

Result:
With our support, the client successfully registered a local entity and secured all necessary legal and accounting frameworks for future hires.
A highly qualified, bilingual Service Engineer joined the team in Mexico — meeting all technical and language criteria. The successful outcome and smooth process led the client to continue partnering with us for future technical support recruitment as their operations expand.

Case Study: Chief Product Officer for an International FinTech Company

Task:
An international FinTech company, preparing to launch a new office in Mexico City, approached us on recommendation for a critical hire: a bilingual CPO. The challenge was significant — the candidate needed to build a top-tier local development team from scratch and successfully lead the launch of a new product in the Mexican market.

Solution:
We started with a series of in-depth meetings and online conferences with the client, clarifying all position requirements and gaining a detailed understanding of the project’s scope and goals. Together, we defined the essential technology stack and co-developed a technical test to assess candidates’ real-world skills.

Our search combined multiple strategies: tapping into our extensive proprietary candidate database, reaching out through local job portals, professional recommendations, and broader recruitment networks. In total, we reviewed and evaluated around 130 resumes. From these, we shortlisted three top candidates who matched the client’s criteria. Each candidate was approved by the client, then underwent a rigorous technical interview process and completed the assigned test project, along with a series of personal interviews.

Result:
After a comprehensive evaluation, one outstanding finalist emerged. The company extended an offer, which was promptly accepted.

Total time from initial brief to signed job offer: just 32 days.
The client gained a highly qualified CPO ready to drive growth and innovation in the Mexican market — and a partnership with a recruitment agency they could trust for their most demanding roles.

Case Study: Sales Manager for an International Energy Company

Task:
An international energy company came to us with a challenging request: to find a highly specialized Sales Manager for their team. The client had previously managed recruitment independently, but for this crucial hire, they decided to explore a new approach and partnered with TK Recruitment.

Solution:
With our extensive experience recruiting sales managers and access to a robust, proprietary talent database, we were fully equipped for the task. We began by thoroughly analyzing the client’s operations, company culture, and strategic goals. This allowed us to create a precise candidate profile that reflected both the technical requirements and the unique dynamics of the client’s team.

Utilizing our broad recruitment network and expertise, we launched a targeted search, identifying candidates who matched every criterion. Our process included careful screening, structured interviews, and an evaluation of both professional skills and personal attributes.

Result:
We successfully found the perfect candidate in a remarkably short time. The new Sales Manager integrated seamlessly into the team, quickly delivering commercial results and embracing new professional growth opportunities. Both the client and the candidate expressed high satisfaction — a testament to the effectiveness of expert, tailored recruitment.

Case Study: Finding the Perfect Fit for a Family Business

Task:
A thriving family-owned company approached us with a unique request: help them find a Sales Manager who would not only excel professionally, but also seamlessly become part of their close-knit team — almost like a new family member. With years of collaboration already behind them, cultural fit and personal chemistry were just as crucial as experience and sales skills.

Solution:
We took a highly personalized approach, prioritizing both professional qualifications and personality traits such as diplomacy and conflict resolution. Our team conducted an active search, leveraging our exclusive candidate database and network. Every shortlisted candidate underwent a rigorous process, including our Sales Skills Assessment (psychological testing), multi-stage interviews, and thorough reference checks — all designed to ensure the right blend of expertise and team spirit.

Result:
Several strong candidates quickly emerged from our database, but the process was streamlined thanks to our assessment tools and close attention to cultural fit.
Within a short time, we found the ideal Sales Manager who not only met all requirements but integrated into the team effortlessly.
Feedback from the client was outstanding: they gained a skilled professional and a new “family member.” The candidate, in turn, found a rewarding career opportunity and a genuine sense of belonging in a company that feels like home.