Customer Service Representative

Job summary

Respond to customer inquiries, provide accurate product and order information, process orders, track shipments, resolve issues, and coordinate with sales, logistics, and accounting. Maintain interaction records, follow up on open cases, communicate updates, and contribute feedback to improve service processes and customer satisfaction.

Job details

Company Description ASCA Office Solutions Inc., founded in 2004, is recognized as one of Canada’s leading providers of brand-name office and computer supplies, with specialized expertise in print management and service. The company supplies toner, data storage tapes, and office furniture to a broad range of Canadian businesses and public sector agencies nationwide. ASCA focuses on delivering cost-effective, time-saving, and reliable office solutions tailored to each client’s specific operational needs and goals. Team members contribute to a culture that values customization, efficiency, and strong customer relationships, supporting organizations across diverse industries. Role Description The Customer Service Representative is a full-time, on-site role based in Vaughan, ON. This role is responsible for responding to customer inquiries by phone, email, and in person, providing accurate information on products, orders, and services. Day-to-day tasks include processing orders, tracking shipments, resolving issues, and coordinating with internal teams such as sales, logistics, and accounting to ensure timely, accurate fulfillment. The representative will maintain detailed records of customer interactions, follow up on open cases, and proactively communicate updates to support a positive customer experience. The role also involves identifying opportunities to improve service processes, contributing feedback to enhance policies and tools, and consistently representing ASCA’s commitment to reliability and customer satisfaction. Qualifications Demonstrated ability to deliver strong customer service and support, with a focus on customer satisfaction and positive customer experience. Experience in roles related to Customer Service Representatives or similar customer-facing positions. Excellent verbal and written communication skills, with active listening and clear, professional phone and email etiquette. Strong problem-solving skills, attention to detail, and ability to handle multiple inquiries and tasks in a fast-paced environment. Comfort using CRM systems and office productivity tools (e.g., email, spreadsheets, order management platforms). Ability to work on-site in Vaughan, ON, collaborate effectively with colleagues, and build constructive relationships with customers. Previous experience in office supplies, technology products, or B2B customer service is an asset. High school diploma or equivalent required; post-secondary education in business, administration, or a related field is an advantage.

What you’ll do

Respond to customer inquiries, provide accurate product and order information, process orders, track shipments, resolve issues, and coordinate with sales, logistics, and accounting. Maintain interaction records, follow up on open cases, communicate updates, and contribute feedback to improve service processes and customer satisfaction.

Requirements

Requires customer service or similar customer-facing experience, strong communication and listening skills, problem-solving ability, attention to detail, and comfort with CRM and office productivity tools. A high school diploma or equivalent is required; post-secondary education is an advantage, and experience with office supplies, technology products, or B2B service is an asset.

Listed skills

• Customer service · Preferred
• Customer support · Preferred
• written communication · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Multitasking · Preferred
• issue resolution · Preferred
• CRM Systems · Preferred
• Cross-Functional Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Customer Support
• Verbal Communication
• Written Communication
• Active Listening
• Problem-Solving
• Attention To Detail
• Multitasking
• Phone And Email Etiquette
• Order Processing
• Shipment Tracking
• Issue Resolution
• CRM Systems
• Office Productivity Tools
• Recordkeeping
• Cross-Functional Collaboration

Job areas

• Customer Service & Support
• Administrative
• Logistics