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