Customer Service Representative

Axis Communications; Denver (CO); On-site; USD 56,000 - 70,000; Full time

Job summary

IPEX is seeking a Customer Service Specialist to support B2B inquiries in a manufacturing setting. You will handle inquiries, process orders, and coordinate with Sales, Production and Supply Chain to meet delivery timelines.

The role emphasizes accuracy, timely communication, and continuous improvement in customer experience. A high school diploma is required, with post-secondary business education preferred, and SAP/CRM experience is a plus.

Qualifications

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

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.

Skills

Customer service

Multitasking

Communication

Problem solving

Education

High school diploma

Business education

Tools

CRM systems

EDI order processing

SAP

Job description

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.

Job Requirements

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

• 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).

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.

About IPEX

At IPEX, our vision is to be the leading supplier of thermoplastic piping systems in North America. As a customer-focused organization, we believe in honesty, fairness, and integrity - the Golden Rule. As one of the world's largest advanced plastic piping manufacturers, we combine the strength of a global group with the diversity and passion of our local teams. We bring together engaged people with the right experience, expertise and entrepreneurial spirit to develop effective, innovative and sustainable solutions that make life flow. A trusted name in building and infrastructure for more than 50 years. IPEX is dedicated to collaborating with leaders to maximize the potential of our greatest asset - our employees. Come join our team today!