Customer Service Representative

IPEX by Aliaxis; Aurora (CO); On-site; USD 56,000 - 70,000; Full time

Job summary

IPEX by Aliaxis in Aurora, Colorado is seeking a Customer Service Representative to support a diverse portfolio of accounts and products, delivering a consistent, high-quality customer experience in line with IPEX's customer intimacy strategy.

You will respond to inquiries about pricing, availability, orders and delivery timelines; enter and manage orders via SAP and CRM; collaborate with Sales, Production and Supply Chain to meet service standards and identify sales opportunities for quotations

Qualifications

• Minimum high school diploma required.
• 3+ years in customer service, preferably in manufacturing or B2B environments.
• Bilingualism is an asset and helpful for broad customer interactions.

Responsibilities

• Respond to customer inquiries regarding pricing, product availability, order status and delivery timelines.
• Resolve delays and service problems, and suggest process improvements.
• Enter, release and manage customer orders across multiple channels.

Skills

Customer service

Sales experience

Microsoft Office

CRM systems

Education

High school diploma

Business-related education preferred

Tools

SAP

CRM platforms

Job description

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.
Pay: $56,000 to $70,000 depending on experience

Key Responsibilities

• Respond to customer inquiries regarding pricing, product availability, order status, and delivery timelines.
• Resolve delays, service problems and complaints and use learnings to suggest process improvements.
• Support resolution of customer issues with patience and professionalism.
• Accurately enter, release, and manage customer orders via a variety of channels
• Monitor and manage orders, collaborating with Sales, Production and Supply Chain and other teams to meet service standards.
• Ensure back-orders are addressed accordingly
• Serve as a trusted point of contact for customers, ensuring timely and professional communication
• Identify and follow up on sales opportunities, customer leads and prepare quotations
• Upsell companion products and contribute to sales initiatives using the SAP and CRM platform
• Other business-related tasks as necessary within standards and processes

Sales Collaboration & Relationship Building

• Build and maintain strong relationships with customers through phone, email, and occasional face-to-face interactions.
• Collaborate with Sales to stay informed on market conditions, customer needs, and product updates.
• Contribute to the sales process by identifying customer trends and sharing insights with internal teams.

Process Excellence & Continuous Improvement

• Ensure a high level of accuracy and timeliness in all customer interactions and order processing.
• Participate in training on products, systems, and processes to continuously improve service delivery.
• Support initiatives that enhance customer experience and drive operational efficiency.

Education & Certifications

• Minimum high school diploma required
• Post-secondary education in business or a related field is preferred

Technical Skills & Experience

• 3+ years in customer service role, preferably in a manufacturing or B2B environment.
• Sales experience preferred
• Bilingualism as asset
• Strong computer skills, including proficiency in Microsoft Office and email platforms.
• Experience with CRM systems and EDI order processing is an asset (SAP)

Competencies

• High drive for building customer relationships and delivering on IPEX's customer intimacy strategy.
• Strong customer service orientation with a commitment to service excellence.
• Collaborative team player with a positive attitude and service-oriented mindset.
• Strong problem-solving skills and ability to resolve issues with professionalism and empathy.
• Excellent customer service and interpersonal communication skills.
• Commitment to continuous learning and improvement
• Ability to contribute to a positive and high-performing team environment
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Adherence to standards, processes and performance deadlines

Key Relationships

• Internal: Regular collaboration with Customer Service, Sales, Production, and Supply Chain teams.
• External: Frequent communication with customers across various industries, including follow-ups on orders, quotations, and service inquiries.

Working Conditions

• Primarily office-based role with long periods of sitting, computer and telephone use.
• May occasionally be exposed to loud or distracting noise levels.
• Minimal physical effort required
• May experience mental stress due to shifting priorities, deadlines, and customer demands.

Travel

Travel would be occasional (if at all). they both train and arrange for training from other departments - monitoring for progress

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