Customer Service Representative

About the role

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

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.
• 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 teams to meet service standards and address back-orders.
• 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.
• 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.
• 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.
• 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 a customer service role, preferably in a manufacturing or B2B environment.
• Sales experience preferred.
• Bilingualism is 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).

Skills

• 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.
• Occasional travel (if at all).