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 ResponsibilitiesCustomer Interaction &amp; Support<ul><li>Respond to customer inquiries regarding pricing, product availability, order status, and delivery timelines.</li><li>Resolve delays, service problems and complaints and use learnings to suggest process improvements.</li><li>Support resolution of customer issues with patience and professionalism.</li><li>Accurately enter, release, and manage customer orders via a variety of channels</li><li>Monitor and manage orders, collaborating with Sales, Production and Supply Chain and other teams to meet service standards. </li><li>Ensure back-orders are addressed accordingly</li><li>Serve as a trusted point of contact for customers, ensuring timely and professional communication</li><li>Identify and follow up on sales opportunities, customer leads and prepare quotations</li><li>Upsell companion products and contribute to sales initiatives using the SAP and CRM platform</li><li>Other business-related tasks as necessary within standards and processes</li></ul>Sales Collaboration &amp; Relationship Building<ul><li>Build and maintain strong relationships with customers through phone, email, and occasional face-to-face interactions.</li><li>Collaborate with Sales to stay informed on market conditions, customer needs, and product updates.</li><li>Contribute to the sales process by identifying customer trends and sharing insights with internal teams.</li></ul>Process Excellence &amp; Continuous Improvement<ul><li>Ensure a high level of accuracy and timeliness in all customer interactions and order processing.</li><li>Participate in training on products, systems, and processes to continuously improve service delivery.</li><li>Support initiatives that enhance customer experience and drive operational efficiency.</li></ul>Job RequirementsEducation &amp; Certifications<ul><li>Minimum high school diploma required</li><li>Post-secondary education in business or a related field is preferred</li></ul>Technical Skills &amp; Experience<ul><li>3+ years in customer service role, preferably in a manufacturing or B2B environment.</li><li>Sales experience preferred</li><li>Bilingualism as asset</li><li>Strong computer skills, including proficiency in Microsoft Office and email platforms.</li><li>Experience with CRM systems and EDI order processing is an asset (SAP)</li></ul>Competencies<ul><li>High drive for building customer relationships and delivering on IPEX’s customer intimacy strategy.</li><li>Strong customer service orientation with a commitment to service excellence.</li><li>Collaborative team player with a positive attitude and service-oriented mindset.</li><li>Strong problem-solving skills and ability to resolve issues with professionalism and empathy.</li><li>Excellent customer service and interpersonal communication skills.</li><li>Commitment to continuous learning and improvement</li><li>Ability to contribute to a positive and high-performing team environment</li><li>Excellent written and verbal communication skills.</li><li>Strong organizational skills and attention to detail.</li><li>Ability to manage multiple priorities and meet deadlines in a fast-paced environment.</li><li>Adherence to standards, processes and performance deadlines</li></ul>Key Relationships<ul><li>Internal: Regular collaboration with Customer Service, Sales, Production, and Supply Chain teams.</li><li>External: Frequent communication with customers across various industries, including follow-ups on orders, quotations, and service inquiries.</li></ul>Working Conditions<ul><li>Primarily office-based role with long periods of sitting, computer and telephone use.</li><li>May occasionally be exposed to loud or distracting noise levels.</li><li>Minimal physical effort required</li><li>May experience mental stress due to shifting priorities, deadlines, and customer demands.</li></ul>TravelTravel would be occasional (if at all). they both train and arrange for training from other departments - monitoring for progress

Water &ndash; our most precious natural resource &ndash; is essential to how we live and thrive. At Aliaxis, we&rsquo;re dedicated to preserving every drop to contribute to a better world. Some 75% of our products are designed to distribute, treat or store water, and we&rsquo;re also actively pursuing the transition to clean energy. Our company provides communities around the world with sustainable innovative solutions for water and energy, leading the industry in a way that anticipates the rapidly evolving needs of its customers and of society.

Customer Service Representative

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Aliaxis

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