About the Role
We are hiring a Customer Service Representative to support multiple hotel accounts, acting as the primary point of contact for service requests, issue resolution, linen program coordination, and day-to-day relationship management. You will work closely with operations, production, and delivery teams to ensure hotels have the right linen on time, in spec, and at agreed par levels—while maintaining accurate documentation and responsive communication.
- Reports To: Customer Service Manager
- Schedule: 5 days per week, one day being on the weekend
About K-Bro:
K-Bro - founded in 1954 – is a trusted leader in laundry and linen services with 10 facilities across Canada. K-Bro provides service to some of the most recognized healthcare and hospitality organizations across Canada. Today, K-Bro is an international company with a strong presence in the northeast of England and Scotland and employs over 2,600 employees. K-Bro is publicly traded on the Toronto Stock Exchange (TSX: KBL)
Key Responsibilities
Account Ownership & Communication
- Serve as the main liaison for assigned hotel accounts; ensure clear, consistent communication and a high level of customer satisfaction.
- Maintain accurate records of customer interactions, requests, and resolutions (CRM/order systems/spreadsheets as applicable).
- Build relationships with key hotel contacts (Housekeeping, Rooms, F&B, and Operations).
- Proactively communicate service updates, changes, and recovery actions when issues occur.
Service Coordination (Orders / Delivery / Shortages)
- Investigate and resolve service disruptions (missing items, shortages, late deliveries, incorrect items) by coordinating with internal teams.
- Prioritize urgent requests to protect hotel operations (e.g., peak check-in, high occupancy, group arrivals).
- Document root causes and drive preventive actions to reduce repeat issues.
Linen Program & Inventory (PAR Level Support)
- Support customers with linen par level maintenance to prevent shortages and operational disruption.
- Monitor usage patterns and recommend program adjustments (e.g., seasonal demand, occupancy changes, delivery frequency changes).
- Assist with periodic counts/reconciliation and coordinate replenishment plans.
- Identify misuse/overuse and recommend cost-saving improvements while protecting guest experience.
Quality Assurance & Problem Resolution
- Coordinate investigation and resolution of quality concerns (stains, tears, wrong items), including rewash/replace workflows.
- Ensure quality issues are documented and communicated to production/operations for corrective action.
- Support customer expectations by confirming outcomes and closing the loop with the property.
Billing, Credits & Account Administration
- Answer customer questions related to invoices, delivered quantities/par, replacement charges, service/fuel charges, and contract terms.
- Research discrepancies, compile supporting documentation, and coordinate credits/adjustments within company policy.
- Partner with Billing/A/R teams as needed and maintain accurate account notes and records.
On-Site Support (as needed)
- Conduct periodic on-site visits to review linen utilization practices and strengthen relationships (if applicable).
- Support new account launches, transitions, and service program implementations (training, product changes, standardization).
Qualifications & Skills
- 2+ years of customer service, account coordination, hospitality operations, logistics, or linen/laundry experience (preferred).
- Strong communication and customer service skills; professional and calm under pressure.
- Fast, thorough issue resolution with clear documentation (SalesForce) and follow-up to closure.
- Excellent organization and time management; ability to manage multiple hotel accounts and competing priorities.
- Comfort with Microsoft Office (Excel, Outlook) and learning order entry/CRM tools.
- Strong attention to detail for order accuracy, documentation, and billing reconciliation.
- Valid driver’s license and ability to travel to customer sites (i.e. car)
Work Environment / Physical Requirements
- Office-based work with frequent phone/email communication and coordination across departments.
- May include site visits to hotel/laundry environments and occasional lifting/pushing/pulling (set your internal standard).
- May require flexibility during peak periods or service disruptions.
Benefits
- Performance bonus
- RRSP matching up to 3%
- 2 weeks’ Vacation to start
- Company phone/car allowance
- Training & Development
Pay: $53,000.00-$55,000.00 per year
Benefits:
- Dental care
- Disability insurance
- Life insurance
- On-site parking
- RRSP match
Experience:
- Customer service: 2 years (required)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
