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Customer Service Manager

4 months ago

Langley, Canada Aliaxis Full time

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 Manager. This role is based in our Langley, BC in and reports to the Western Canada Customer Service Manager.


Do not miss the opportunity to join a diverse group of people-centric professionals, thought leaders and rapid thinkers, entrepreneurs in spirit and status quo-fighters

Job Summary

The Customer Service Manager is responsible for implementing the IPEX Customer Intimacy Strategy, by ensuring high quality service, through leadership of a customer service team, efficient administration, and monitoring and management of service performance.

Principal Responsibilities

Ensuring that the Customer Service Representatives (CSR) are responding to customer needs in a timely manner, and assisting when required

Communicating with service departments (i.e. sales and distribution) to provide feedback on achievements, discuss areas of improvement, and conduct meetings as required

Leading the customer service team by providing direction, goal setting, and performance reviews by supervising service activities and statistics.

Arranging training on products, systems, and processes so that CSR’s can continually grow and improve their knowledge and efficiency.

Communicating company activities and changes to ensure the team is always engaged

Ensuring that the CSR’s always operate at maximum efficiency, by implementing best practices, and reviewing customer service resources and processes

Ensuring timely approvals of credits/debits/RMA’s and adequate resources are assigned to service customers.

Hiring customer service representatives and administrative staff when required

Occasionally participate in projects related to the ongoing success of IPEX

Qualifications & Experience

3-5 years of experience in managing a team

Strong leadership, administrative and analytical skills

Outgoing personality that nurtures a positive and productive environment

Ability to communicate with all levels of staff and management

Computer literate, a good command of Microsoft programs especially Excel

Completion of college or university, and/or business management experience

Experience using SAP is an asset

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

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