Customer Service Representative

The compensation range for this role between $49,800 - $62,200 CAD annually, based on experience and qualifications.

At IPEX, we believe exceptional customer experiences are built through strong relationships, collaboration, and a commitment to service excellence. We're looking for a Customer Service Representative who is passionate about helping customers, solving problems, and working closely with cross-functional teams to deliver outstanding service.

In this role, you'll serve as a trusted partner to customers, supporting order management, responding to inquiries, resolving issues, and identifying opportunities to add value. You'll collaborate with Sales, Production, Supply Chain, and Operations teams to ensure customers receive timely, accurate, and professional support while contributing to IPEX's customer intimacy strategy.

Invader Sales Office | Full-Time | Permanent

Address: 6810 Invader Crescent, Mississauga, ON L5T 2B6 (view on google maps!)

Work Schedule: Monday to Friday; 8:30 AM – 5:00 PM; Hybrid working model

What You'll Do

1. Deliver an Exceptional Customer Experience

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Serve as a primary point of contact for customers through phone, email, and other communication channels.

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Respond to inquiries related to pricing, product availability, delivery schedules, and order status.

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Resolve customer concerns and service issues professionally and efficiently.

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Build strong customer relationships that promote loyalty and long-term business partnerships.

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Ensure customers receive timely updates and accurate information throughout the order lifecycle.

2. Manage Orders and Customer Requests

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Process and manage customer orders accurately and efficiently.

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Monitor open orders and backorders while proactively communicating updates.

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Coordinate with Sales, Production, and Supply Chain teams to meet customer requirements.

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Support the end-to-end order fulfillment process from order entry through delivery.

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Maintain accurate customer and order information within company systems.

3. Support Business Growth

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Prepare customer quotations and assist with sales-related inquiries.

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Identify customer needs and recommend complementary products and solutions.

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Share customer feedback, trends, and insights with internal stakeholders.

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Contribute to initiatives that improve customer satisfaction and operational effectiveness.

What We're Looking For

Required

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High school diploma or equivalent.

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Minimum 3 years of experience in a customer service role.

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Demonstrated experience managing customer inquiries and resolving issues.

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Strong computer skills, including proficiency with Microsoft Office applications.

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Excellent verbal and written communication skills.

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Strong organizational skills, attention to detail, and ability to manage multiple priorities.

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Ability to work effectively in a collaborative team environment.

Preferred

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Post-secondary education in Business or a related field.

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Experience in a manufacturing, industrial, distribution, logistics, construction products, wholesale, or other B2B environment.

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Experience using ERP systems such as SAP.

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CRM experience.

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Experience preparing quotations and supporting sales activities.

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EDI order processing experience.

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Bilingual language skills (French).

Why Join Us?

Competitive compensation package

Comprehensive benefits coverage effective from Day One

Employer-supported RRSP program

3 weeks of paid vacation

Hybrid working schedule

Career advancement opportunities

Investment in employee development and growth

Working Conditions

This is a primarily office-based role that begins onsite and transitions to a hybrid work arrangement (three days in the office and two days remote) following training and onboarding. The role involves regular computer and telephone use, frequent interaction with customers and internal stakeholders, and managing multiple priorities in a dynamic, customer-focused environment. Success in this position requires adaptability, organization, and the ability to remain calm and professional when responding to changing customer needs and business priorities. Occasional travel may be required for training or team-related activities. The environment is collaborative, supportive, and team-oriented, with a strong focus on customer service excellence and cross-functional partnership.

IPEX Inc. is an equal opportunity employer committed to providing accommodations for people with disabilities throughout the recruitment process and, upon request, we 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 askHR@ipexna.com