Customer Service Representative

IPEX by Aliaxis; Lynchburg (VA); On-site; USD 36,000 - 48,000; Full time

Job summary

IPEX by Aliaxis is seeking a Customer Service Representative to support a diverse portfolio of accounts and products, delivering high-quality service in line with the customer intimacy strategy.

The CSR will build strong customer relationships, identify opportunities, and support growth through service excellence. This role collaborates with Sales, Production, and Supply Chain to ensure timely, accurate order processing and responsive communication.

Qualifications

• Minimum high school diploma required.
• Post-secondary education in business or related field preferred.
• 3+ years in a customer service role, preferably in manufacturing or B2B.

Responsibilities

• Respond to customer inquiries on pricing, product availability, orders, and delivery timelines.
• Resolve delays and service problems; suggest process improvements.
• Enter, release, and manage orders across channels; monitor order status.
• Collaborate with Sales, Production, and Supply Chain to meet service standards.
• Identify sales opportunities and prepare quotations; upsell companion products.

Skills

Customer service

Microsoft Office

EDI order processing

CRM systems

SAP

Education

High school diploma

Business-related education

Tools

SAP

CRM systems

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.

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'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