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