Customer Service Representative

IPEX Group; Lynchburg (VA); On-site; USD 42,000 - 56,000; Full time

Job summary

IPEX Group is seeking a Customer Service Representative to support a diverse portfolio of accounts and products, delivering high-quality customer experiences and driving business growth.

You will respond to inquiries, manage orders in SAP/CRM, upsell, collaborate with Sales, Production and Supply Chain, and contribute to process improvements while maintaining strong customer relationships.

Qualifications

• Minimum high school diploma; post-secondary education in business or related field preferred.
• 3+ years in customer service, preferably in manufacturing or B2B environment.
• Sales experience is a plus; bilingualism is an asset.

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.
• Accurately enter, release, and manage customer orders via a variety of channels.
• Monitor and manage orders, collaborating with Sales, Production and Supply Chain to meet service standards.
• Ensure back-orders are addressed accordingly and upsell companion products with quotations.
• Build and maintain relationships with customers via phone, email, and occasional face-to-face interactions.
• Identify customer leads and contribute to sales processes using SAP and CRM platforms.

Skills

Customer service

Sales experience

Bilingualism

CRM systems

Microsoft Office

Communication skills

Problem-solving

Organizational skills

Education

High school diploma

Post-secondary education in business or related field (preferred)

Tools

SAP

EDI order processing

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’scustomer intimacy strategy. Plays a key role in building strong customer relationships, identifying opportunities, and supporting business growth through service excellence.

Key Responsibilities

Customer Interaction & Support

• 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

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’scustomer intimacystrategy.
• 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