Customer Service Representative

The Customer Service Representative (CSR) will support a diverse portfolio of accounts and products, contributing to the delivery of a consistent and high-quality customer experience in alignment with IPEX’s customer intimacy strategy. Plays a key role in building strong customer relationships, identifying opportunities, and supporting business growth through service excellence.

Key Responsibilities

Customer Interaction & Support

• •Respond to customer inquiries regarding pricing, product availability, order status, and delivery timelines.
• •Resolve delays, service problems and complaints and use learnings to suggest process improvements.
• •Support resolution of customer issues with patience and professionalism.
• •Accurately enter, release, and manage customer orders via a variety of channels
• •Monitor and manage orders, collaborating with Sales, Production and Supply Chain and other teams to meet service standards.
• •Ensure back-orders are addressed accordingly
• •Serve as a trusted point of contact for customers, ensuring timely and professional communication
• •Identify and follow up on sales opportunities, customer leads and prepare quotations
• •Upsell companion products and contribute to sales initiatives using the SAP and CRM platform
• •Other business-related tasks as necessary within standards and processes

Sales Collaboration & Relationship Building

• •Build and maintain strong relationships with customers through phone, email, and occasional face-to-face interactions.
• •Collaborate with Sales to stay informed on market conditions, customer needs, and product updates.
• •Contribute to the sales process by identifying customer trends and sharing insights with internal teams.

Process Excellence & Continuous Improvement

• •Ensure a high level of accuracy and timeliness in all customer interactions and order processing.
• •Participate in training on products, systems, and processes to continuously improve service delivery.
• •Support initiatives that enhance customer experience and drive operational efficiency.

Job Requirements

Education & Certifications

• •Minimum high school diploma required
• •Post-secondary education in business or a related field is preferred

Technical Skills & Experience

• •3+ years in customer service role, preferably in a manufacturing or B2B environment.
• •Sales experience preferred
• •Bilingualism as asset
• •Strong computer skills, including proficiency in Microsoft Office and email platforms.
• •Experience with CRM systems and EDI order processing is an asset (SAP)

Competencies

• •High drive for building customer relationships and delivering on IPEX’s customer intimacy strategy.
• •Strong customer service orientation with a commitment to service excellence.
• •Collaborative team player with a positive attitude and service-oriented mindset.
• •Strong problem-solving skills and ability to resolve issues with professionalism and empathy.
• •Excellent customer service and interpersonal communication skills.
• •Commitment to continuous learning and improvement
• •Ability to contribute to a positive and high-performing team environment
• •Excellent written and verbal communication skills.
• •Strong organizational skills and attention to detail.
• •Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• •Adherence to standards, processes and performance deadlines

Key Relationships

• •Internal: Regular collaboration with Customer Service, Sales, Production, and Supply Chain teams.
• •External: Frequent communication with customers across various industries, including follow-ups on orders, quotations, and service inquiries.

Working Conditions

• •Primarily office-based role with long periods of sitting, computer and telephone use.
• •May occasionally be exposed to loud or distracting noise levels.
• •Minimal physical effort required
• •May experience mental stress due to shifting priorities, deadlines, and customer demands.

Travel

Travel would be occasional (if at all). they both train and arrange for training from other departments - monitoring for progress