Customer Service Representative

About the role

IPEX USA, LLC is seeking a Customer Service Representative to join our dynamic team in Lynchburg, VA. This role supports a diverse portfolio of accounts and products, contributing to a consistent and high-quality customer experience.

Responsibilities

• Respond to customer inquiries regarding pricing, product availability, order status, and delivery timelines.
• Resolve delays, service problems, and complaints, using learnings to suggest process improvements.
• 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.
• 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.
• Perform other business-related tasks as necessary within standards and processes.

Requirements

• Minimum high school diploma required. Post-secondary education in business or a related field is preferred.
• 3+ years in customer service role, preferably in a manufacturing or B2B environment. Sales experience preferred.
• Bilingualism as an asset. Strong computer skills, including proficiency in Microsoft Office and email platforms. Experience with CRM systems and EDI order processing is an asset (SAP).
• 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.