Job Summary
IPEX is seeking a dynamic Customer Service professional to join their team.  This individual will support multiple accounts and work across all levels of the organization, in addition to serving our customers externally.

Principal Responsibilities

The incumbent 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, the incumbent will multi-task while maintaining the highest quality of customer service:

• Respond to inquiries regarding price, delivery, technical support, or status of customer

• 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 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 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 collaborating with the appropriate team members

• Positive demeanor and team focused outlook

• High degree of organization and accuracy

• Telephone manner and skills

Qualifications & experience

• A very professional manner and a demonstrated commitment to providing excellent customer service in previous roles – comfortable interacting with all levels of the organization

• Minimum 1-3 years of experience as a customer service representative

• Good 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 and email

• 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

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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