Customer Service Representative

IPEX Group•Lynchburg, VA

1d•Onsite

About The Position

IPEX USA, LLC, is a manufacturer of the industry’s highest quality plastic pipe, with a comprehensive product offering, featuring PVC, CPVC, PE and PEX, with innovative production facilities. IPEX is known as an industry leader, focusing on innovation, timely delivery, and personalized service. We currently have an excellent opportunity as a Customer Service Representative! This role is based at our facility in Lynchburg VA. 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.

Requirements

Minimum high school diploma required
3+ years in customer service role, preferably in a manufacturing or B2B environment.
Strong computer skills, including proficiency in Microsoft Office and email platforms.

Nice To Haves

Post-secondary education in business or a related field is preferred
Sales experience preferred
Bilingualism as asset
Experience with CRM systems and EDI order processing is an asset (SAP)

Responsibilities

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
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.