Customer Service Representative



ASSA ABLOY Door Security Solutions provides end-users (healthcare facilities, schools, universities, military, commercial buildings, etc.) with unsurpassed security and life-safety solutions and the essential support services (LEED consultation, code compliance, access control system integration, product research and selection, specification writing services, technical support, etc.) to ensure well-functioning doorway systems in the commercial building industry. This is all accomplished by combining the strengths of industry-leading door and hardware brands.


We are currently seeking a Customer Service Representative to be based in our Vaughan, Ontario Canada headquarters.



Job Summary


This position reports directly to the Customer Service Manager and will be responsible for contact with Customers primarily in the Ontario region with placing orders, getting updated status information and expediting of existing orders.



Key Responsibilities


  • Enter or edit customer orders in the assigned timeframes; ensure orders are accurate and complete
  • Communicate effectively with customers throughout the order process and related activities, ensuring that customers are kept informed of order status and ship dates, and expedite if required
  • Follow up on orders with the manufacturers and customers; make necessary changes if required 
  • Research and process back-charges, no-charge orders and sales credits
  • Be responsive and attentive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner
  • Respond to customer inquiries and effectively resolve complaints
  • Maintain constant communications with the sales team regarding distributor issues, pricing, discounts and other information pertinent to DSS and distributor relationships
  • Maintain a professional level in all customer and sales personnel contacts
  • Other duties as assigned



Education and Experience


  • Secondary or post secondary education;
  • Minimum of three (3) years’ experience in customer service and order desk roles;
  • Excellent working knowledge of ERP and EDI systems;
  • Experience in the building materials industry an asset.


Key Competencies


  • Proficient use of the English languages, written and oral communication
  • Ability to use multiple computer systems to gather and enter customer orders
  • Proficient with MS Office tools
  • Strong customer focus
  • Strong time management skills and the ability to work in a fast paced environment
  • Detail oriented with the ability to troubleshoot and resolve customer issues
  • Excellent interpersonal skills with demonstrated success working in a team environment
  • Ability to work 8:00 a.m. to 4:30, Monday to Friday, (includes 1 hour of unpaid breaks/lunch each day), and overtime as required
  • Please note this is not a hybrid role


Our Benefits


  • Employer-paid Benefit plan
  • Competitive Retirement plan
  • Ongoing training and development
  • Supportive team environment
  • A stable and growing industry!


ASSA ABLOY welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.



We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.


As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

Vaughan, ON, CA, L4K 4T9

Customer Service & Contact Center Operations
Travel Required: 0%-10%
Entry level