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