Customer Service Representative

Continental Paper Grading; Mississauga; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading paper brokerage firm in Mississauga is seeking a Customer Service Representative to be the primary point of contact for clients. You will manage the order-to-delivery lifecycle, ensuring exceptional customer service by processing orders, coordinating logistics, and answering inquiries. Applicants should have experience in customer service and strong communication skills. The firm offers a supportive and collaborative work environment with competitive benefits.

Benefits

Top-tier benefits

Supportive work culture

Collaborative environment

Qualifications

• Proven experience in customer support or service role.
• Excellent verbal and written communication skills.
• Ability to manage difficult conversations professionally.
• Proficiency with business software applications.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively.

Responsibilities

• Process customer orders efficiently.
• Book and coordinate logistics for deliveries.
• Respond to customer inquiries promptly.
• Resolve customer complaints effectively.
• Maintain product knowledge to educate customers.
• Communicate with sales and logistics teams.
• Provide status updates to customers.
• Exhibit positive attitude toward customers.

Skills

Customer service experience

Verbal communication

Written communication

Calm under pressure

Attention to detail

Team collaboration

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Job Description

Job Summary

The Customer Service Representative serves as the primary point of contact for clients, managing the full order-to-delivery lifecycle. This role involves processing orders, booking logistics, providing detailed product information, and ensuring exceptional customer satisfaction throughout the entire experience.

Key Responsibilities

• Process customer orders efficiently, including receiving, reviewing, and accurately inputting orders and ensuring all necessary forms are completed.
• Book and coordinate trucks and logistics to meet customer delivery appointments and requirements.
• Respond promptly and professionally to all customer inquiries and communications via phone, email, and other channels.
• Acknowledge and efficiently resolve customer complaints, escalating complex issues to the appropriate internal team when necessary.
• Maintain expert-level knowledge of our products to effectively educate customers and answer detailed questions about specifications and use.
• Coordinate and communicate daily with colleagues across sales, logistics, and shipping departments to ensure seamless order fulfillment.
• Monitor the status of orders and provide proactive updates to customers, managing expectations regarding lead times and deliveries.
• Uphold a positive, empathetic, and professional attitude toward customers at all times.

Required Qualifications

• Proven experience working in a customer support or customer service role.
• Excellent verbal and written communication skills.
• Strong ability to stay calm and handle difficult conversations when customers are stressed or upset.
• Demonstrated proficiency using computers and standard business software, including Microsoft Word, Excel, and Outlook.
• Highly organized with strong attention to detail when processing data and filling out forms.
• Ability to work effectively both independently and as part of a team.

Company Description

Our company is defined by its exceptional history as a paper broker, boasting over 100 years in business, which powerfully signals immense stability, reliability, and deep industry expertise. Complementing this long legacy is a truly supportive and collaborative culture where colleagues genuinely feel like family, creating a warm, tight‑knit, and nurturing work environment. Furthermore, the company strongly demonstrates its commitment to valuing employees by offering top‑tier benefits and an incredible office environment.