Customer Service Representative

1 day ago
Full time role
In-person · Canada... more

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 opportunity as a Customer Service Representative. This role is based in our Invader office and reports to the Customer Service Manager.


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!

Job Purpose and Description:

The Customer Service Representative will work in a high-volume environment to respond to customer requests for orders, quotes, product inquires and stock checks/price. Working in a fast-paced environment, this person will multi-task while maintaining the highest quality of customer service.

Key Responsibilities:

  • Respond to inquiries regarding price, delivery, status of orders 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 etc.

  • Track back-orders and ensure production, purchasing and distribution are reacting accordingly Prepare quotations

  • Collaborate closely with other departments from the service team to ensure accurate service from all directions

  • Provide technical support by referring to various IPEX publications

  • Respond to all customer inquiries in a timely manner

Job requirements:

Education & Certificates

  • College or University graduate, with proven communication skills

Skills & Knowledge:

  • A very professional manner and a proven dedication to providing excellent customer service in previous roles

  • Minimum 5 years of experience as a customer service representative

  • Good time management and follow-up skills, including, the ability to optimally balance quality and quantity of output Excellent computer and internet skills, especially Microsoft Office and email

  • Demonstrated ability to effectively resolve customer issues and complaints patiently

  • Strong written and verbal communication skills

  • Great teammate including the proven track record to chip in and foster a positive team environment

  • Industry experience is an asset

  • SAP system experience is an asset

Competencies:

Examples:   

  • Think Strategically - Understanding the vision and mission of the organization, looking ahead to future trends, opportunities, and threats to develop a big picture view, and translating that into innovative strategies to gain competitive advantage for the organization. 

  • Embrace and Manage Change - Embracing, adapting to, and championing change, including helping others understand what the change means to them. 

  • Be Customer Obsessed - Developing a deep understanding of customers (internal and external) and demonstrating a commitment to exceeding their expectations. 

  • Collaborate & Influence - Building and maintaining effective working relationships, ensuring alignment within and across groups, and using one’s understanding of others to gain buy-in and support and achieve shared goals. 

  • Drive Accountability and Results - Accomplishing goals to the highest of standards and driving accountability in self and others in alignment with the values of IPEX NA.  

  • Improve & Innovate - Seeking to continuously improve the way we work, and looking for new and unique approaches and ideas to achieve better outcomes. 

  • Demonstrate a Development Mindset - Demonstrating a commitment to continuous learning and development for self and others, recognizing strengths and development needs, and taking ownership for ongoing learning and growth. 

  • Promote Diversity & Inclusion - Understanding, valuing, and leveraging differences, and creating an inclusive work environment. 

Key Relationships:   

Liasing with different departments (logistics, purchasing, scheduling, transport) to ensure te smooth progression of all transactions from receipt of order to final receipt.

Working Conditions:

  • Always work indoors in corporate office environment.

  • Employee may experience progressive degrees of changing factors in the work process (changing work priorities, deadlines, accuracy, quotas, conflicting demands) 

Travel:

Employee may need to occasionally visit other IPEX locations, customers or attend local industry tradeshows.

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

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