Customer Service Representative

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