Customer Service Representative

Customer Service Representative – Oakville, ON
IPEX is one of the North American leading providers of advanced plastic piping systems. Our mission is to shape a better tomorrow by connecting people with water and energy.
We currently have an exciting full time, permanent opportunity as a Customer Service Representative. This role support multiple accounts and work across all levels of the organization, in addition to serving our customers externally.
This role is based in our Oakville, ON office and reports to the Customer Service Manager. It is a hybrid position with three days/week on-site.
Do not miss the opportunity to join a diverse group of people-centric professionals, leaders with vision and rapid problem solvers, entrepreneurs in spirit and status quo-fighters!
The compensation for this position is between $54,300 and $67,900 annually, based on experience and qualifications.
Principal Responsibilities
The incumbent will work in a fast-paced, high volume environment to respond to customer requests for orders, quotes, product inquires and stock checks/price, maintaining the highest quality of customer service:
Respond to inquiries regarding the status of customer orders, price, delivery, or technical support
Resolve delays, service problems and disputes
Enter, release, and track customer orders via EDI, fax, and phone, using our in house ERP solution
Verify customer account numbers, pricing, terms, delivery requirements
Track backorders and ensure production, purchasing and distribution are reacting accordingly
Liaise with other departments from the service team to ensure proper service from all directions
Provide technical support by referring to various IPEX publications
Respond to all customer inquiries in a timely manner
Key Performance Features
High drive for building strong customer relationships based on customer satisfaction
Overall management of sales orders and customer inquiries
Understanding of pricing relationships, and/or ability to organize price information
A firm grasp of the IPEX computer system
Relationship with internal colleagues, and ability to resolve problems and disputes by consulting with the appropriate team members
Positive attitude and team focused outlook
High degree of organization and accuracy
Professional telephone manner and skills
Qualifications & Experience
Professional, with a demonstrated commitment to providing excellent customer service
Comfortable interacting with all levels of the organization
Minimum 5 years of experience as a customer service representative
Excellent time management and follow-up skills, including the ability to effectively balance quality and quantity of output
Excellent computer and internet skills, especially Microsoft Office 365
Demonstrated ability to effectively resolve customer issues and complaints patiently
Strong written and verbal communication skills
Good team player including the demonstrated ability to contribute to and foster a positive team environment
Industry experience is an asset
SAP knowledge an asset
IPEX is committed to providing accommodations for people with disabilities throughout the recruitment process and, upon request, will work with qualified job applicants to provide suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability. Accommodation requests are available to candidates taking part in all aspects of the selection process for IPEX jobs. To request an accommodation, please contact HR at HR@ipexna.com