Customer Service Representative

Customer Service Representative

Location: Langley, BC

At IPEX, the leader in thermoplastic piping systems, we are redefining the future of water management and clean energy. As part of the Aliaxis family, we combine global strength with local expertise to tackle the world's toughest challenges. Guided by our values – We Dare, We Care, We Deliver – we challenge the status quo to make a meaningful impact. If you're an innovative collaborator ready to make a difference, come join us in shaping a better tomorrow!

The Customer Service Representative (CSR) supports a diverse portfolio of accounts and products, delivering a consistent, high-quality customer experience aligned with IPEX’s customer intimacy strategy. This role builds strong customer relationships, identifies opportunities, and supports business growth through service excellence. This is an on-site role 5 days/week, 8am-4pm, based out of the Ipex Langley office.

Please note: This is a full time contract position with an 18 month term.

Customer Interaction & Support

• Respond to customer inquiries regarding pricing, product availability, order status, and delivery timelines.

• Resolve delays, service issues, and complaints while identifying process improvements.

• Support customer issue resolution with patience and professionalism.

• Accurately enter, release, and manage orders through multiple channels.

• Collaborate with Sales, Production, Supply Chain, and other teams to meet service standards.

• Ensure back-orders are addressed appropriately.

• Serve as a trusted point of contact for customers.

• Identify sales opportunities, customer leads, and prepare quotations.

• Upsell companion products using SAP and CRM platforms.

• Perform other business-related tasks as required.

Sales Collaboration & Relationship Building

• Build and maintain strong customer relationships via phone, email, and occasional face-to-face interactions.

• Partner with Sales to understand market conditions, customer needs, and product updates.

• Share customer insights and trends with internal teams.

Process Excellence & Continuous Improvement

• Ensure accuracy and timeliness in customer interactions and order processing.

• Participate in product, system, and process training.

• Support initiatives that enhance customer experience and operational efficiency.

Qualifications & Requirements

• High school diploma required

• Post-secondary education preferred

• 3+ years customer service experience

• Manufacturing/B2B preferred

• Sales experience preferred

• SAP/CRM experience an asset

• Bilingualism an asset

• Strong MS Office skills

Core Competencies

• Customer service excellence

• Relationship building

• Problem solving and empathy

• Communication skills

• Organization and attention to detail

• Ability to manage multiple priorities

• Continuous learning mindset

• Team collaboration

Why Join Us?

This role offers the opportunity to influence business growth, develop strategic customer partnerships, and contribute directly to market expansion within a respected industry-leading organization. Participation in the Ipex medical benefits plan is available for this role.

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