Customer Service Representative

Description:

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 $49,800 and $62,200 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