Customer Service Representative Jobs

About The Position

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.
• 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

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
• 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.
• Other business-related tasks as necessary within standards and processes