Customer Service Representative, Oakville
About the role
IPEX is one of the North American leading providers of advanced plastic piping systems. Our mission is to shape a better tomorrow by connecting people with water and energy. We currently have an exciting opportunity as a Customer Service Representative. This role is based in our Oakville Office and reports to the Customer Service Manager.
Do not miss the opportunity to join a broad family of people-centric professionals, thought leaders, and rapid thinkers, entrepreneurs in spirit ,and status quo-fighters!
Job Purpose Join a team where your voice matters and your contributions drive real impact. As a Customer Service Representative (CSR) at IPEX, you’ll support a diverse portfolio of accounts and products, helping deliver a consistent, high-quality customer experience aligned with our customer intimacy strategy. You’ll play a key role in building trusted relationships, identifying opportunities, and supporting business growth through service excellence and collaboration.
Key Responsibilities Customer Interaction & Support
- Respond promptly and professionally to customer inquiries regarding pricing, product availability, order status, and delivery timelines
- Resolve delays and service challenges with empathy and efficiency, and contribute to process improvements
- Provide patient, respectful support to address customer concerns
- Accurately manage customer orders across multiple channels
- Collaborate with cross-functional teams (Sales, Production, Supply Chain) to meet service standards
- Monitor and manage back-orders to ensure timely resolution
- Serve as a reliable point of contact, ensuring clear and timely communication
- Identify and follow up on customer leads, prepare quotations, and support sales initiatives
- Upsell complementary products using SAP and CRM platforms
- Support additional business tasks as needed within established processes
Sales Collaboration & Relationship Building
- Build and maintain strong relationships through phone, email, and occasional in-person interactions
- Partner with Sales teams to stay informed on market trends, customer needs, and product updates
- Share customer insights to support sales strategies and enhance service delivery
Process Excellence & Continuous Improvement
- Ensure accuracy and timeliness in all customer interactions and order processing
- Participate in ongoing training to stay current on products, systems, and service best practices
- Contribute to initiatives that improve customer experience and operational efficiency
🎓 Qualifications Education & Certifications
- High school diploma or equivalent required
- Post-secondary education in business or related field is a strong asset
Technical Skills & Experience
- Minimum 3 years of experience in a customer service role, preferably in a manufacturing or B2B environment
- Sales experience is an asset
- Multilingual skills are valued
- Proficiency in Microsoft Office and email platforms
- Experience with CRM systems and EDI order processing (SAP preferred)
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
#IPEXCA
About IPEX Group of Companies
Honesty, fairness, integrity, the golden rule: a customer-first culture. Customers want it- even demand it. And it's so easy to promise.
This is ‘distance race' thinking, and building a business on it is harder than you might think. It requires you to sacrifice many short-term opportunities for gain. It means spending whatever time it takes to help a client solve a problem on deadline. It means resisting the urge to cut corners on materials that, once in place, no one will ever see.
It means innovation: going beyond what your customers want or expect, and working restlessly to create new products and ideas to fill unmet needs. It means keeping your word, even when it's inconvenient, and honouring relationships over transactions, even when it costs. And it means building a team with people who believe it, live it, and stand by it.
At IPEX we've long-since made a decision to embrace this long-term thinking, not just when it's easy, but every day, in everything we do, for every customer and every employee. We don't do it because we're nice people, though we like to think we are. We do it because it's good business, and that the reputation we've built over time, job by job, one customer at a time, pays the best dividends.
Alex Mestres Chairman & Chief Executive Officer
Customer Service Representative, Oakville
About the role
IPEX is one of the North American leading providers of advanced plastic piping systems. Our mission is to shape a better tomorrow by connecting people with water and energy. We currently have an exciting opportunity as a Customer Service Representative. This role is based in our Oakville Office and reports to the Customer Service Manager.
Do not miss the opportunity to join a broad family of people-centric professionals, thought leaders, and rapid thinkers, entrepreneurs in spirit ,and status quo-fighters!
Job Purpose Join a team where your voice matters and your contributions drive real impact. As a Customer Service Representative (CSR) at IPEX, you’ll support a diverse portfolio of accounts and products, helping deliver a consistent, high-quality customer experience aligned with our customer intimacy strategy. You’ll play a key role in building trusted relationships, identifying opportunities, and supporting business growth through service excellence and collaboration.
Key Responsibilities Customer Interaction & Support
- Respond promptly and professionally to customer inquiries regarding pricing, product availability, order status, and delivery timelines
- Resolve delays and service challenges with empathy and efficiency, and contribute to process improvements
- Provide patient, respectful support to address customer concerns
- Accurately manage customer orders across multiple channels
- Collaborate with cross-functional teams (Sales, Production, Supply Chain) to meet service standards
- Monitor and manage back-orders to ensure timely resolution
- Serve as a reliable point of contact, ensuring clear and timely communication
- Identify and follow up on customer leads, prepare quotations, and support sales initiatives
- Upsell complementary products using SAP and CRM platforms
- Support additional business tasks as needed within established processes
Sales Collaboration & Relationship Building
- Build and maintain strong relationships through phone, email, and occasional in-person interactions
- Partner with Sales teams to stay informed on market trends, customer needs, and product updates
- Share customer insights to support sales strategies and enhance service delivery
Process Excellence & Continuous Improvement
- Ensure accuracy and timeliness in all customer interactions and order processing
- Participate in ongoing training to stay current on products, systems, and service best practices
- Contribute to initiatives that improve customer experience and operational efficiency
🎓 Qualifications Education & Certifications
- High school diploma or equivalent required
- Post-secondary education in business or related field is a strong asset
Technical Skills & Experience
- Minimum 3 years of experience in a customer service role, preferably in a manufacturing or B2B environment
- Sales experience is an asset
- Multilingual skills are valued
- Proficiency in Microsoft Office and email platforms
- Experience with CRM systems and EDI order processing (SAP preferred)
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
#IPEXCA
About IPEX Group of Companies
Honesty, fairness, integrity, the golden rule: a customer-first culture. Customers want it- even demand it. And it's so easy to promise.
This is ‘distance race' thinking, and building a business on it is harder than you might think. It requires you to sacrifice many short-term opportunities for gain. It means spending whatever time it takes to help a client solve a problem on deadline. It means resisting the urge to cut corners on materials that, once in place, no one will ever see.
It means innovation: going beyond what your customers want or expect, and working restlessly to create new products and ideas to fill unmet needs. It means keeping your word, even when it's inconvenient, and honouring relationships over transactions, even when it costs. And it means building a team with people who believe it, live it, and stand by it.
At IPEX we've long-since made a decision to embrace this long-term thinking, not just when it's easy, but every day, in everything we do, for every customer and every employee. We don't do it because we're nice people, though we like to think we are. We do it because it's good business, and that the reputation we've built over time, job by job, one customer at a time, pays the best dividends.
Alex Mestres Chairman & Chief Executive Officer