Customer Service Representative

IPEX Group

14d•CA$49,800 - CA$62,200•Hybrid

About The Position

At IPEX, we believe exceptional customer experiences are built through strong relationships, collaboration, and a commitment to service excellence. We're looking for a Customer Service Representative who is passionate about helping customers, solving problems, and working closely with cross-functional teams to deliver outstanding service. In this role, you'll serve as a trusted partner to customers, supporting order management, responding to inquiries, resolving issues, and identifying opportunities to add value. You'll collaborate with Sales, Production, Supply Chain, and Operations teams to ensure customers receive timely, accurate, and professional support while contributing to IPEX's customer intimacy strategy.

Requirements

High school diploma or equivalent.
Minimum 3 years of experience in a customer service role.
Demonstrated experience managing customer inquiries and resolving issues.
Strong computer skills, including proficiency with Microsoft Office applications.
Excellent verbal and written communication skills.
Strong organizational skills, attention to detail, and ability to manage multiple priorities.
Ability to work effectively in a collaborative team environment.

Nice To Haves

Post-secondary education in Business or a related field.
Experience in a manufacturing, industrial, distribution, logistics, construction products, wholesale, or other B2B environment.
Experience using ERP systems such as SAP.
CRM experience.
Experience preparing quotations and supporting sales activities.
EDI order processing experience.
Bilingual language skills (French).

Responsibilities

Serve as a primary point of contact for customers through phone, email, and other communication channels.
Respond to inquiries related to pricing, product availability, delivery schedules, and order status.
Resolve customer concerns and service issues professionally and efficiently.
Build strong customer relationships that promote loyalty and long-term business partnerships.
Ensure customers receive timely updates and accurate information throughout the order lifecycle.
Process and manage customer orders accurately and efficiently.
Monitor open orders and backorders while proactively communicating updates.
Coordinate with Sales, Production, and Supply Chain teams to meet customer requirements.
Support the end-to-end order fulfillment process from order entry through delivery.
Maintain accurate customer and order information within company systems.
Prepare customer quotations and assist with sales-related inquiries.
Identify customer needs and recommend complementary products and solutions.
Share customer feedback, trends, and insights with internal stakeholders.
Contribute to initiatives that improve customer satisfaction and operational effectiveness.