IPEX is a leading thermoplastics piping solutions provider with a strong presence across North America. We deliver high-quality products and services while fostering a culture of innovation, excellence, and sustainability.
Lead. Elevate. Transform the Customer Experience. We are seeking a people-focused, results-driven Customer Service Manager to oversee and evolve our team of customer service professionals. Based out of our Oakville, Ontario office, this is a high-impact role responsible for building strong teams, driving operational excellence, and delivering a consistently outstanding experience for customers across North America.
This is a full time position for an expected duration of 12 months. Possibility of extension or a flip to permanent.
The compensation for this position is between $70,800 and $88,500 annually, based on experience and qualifications.
What you will do:
Lead, coach, and develop a high-performing customer service team.
Deliver a consistently high-quality customer experience across orders, pricing, credits, returns, and deliveries.
Serve as the senior escalation point for complex customer issues.
Drive continuous improvement, efficiency, and customer advocacy.
Partner closely with Sales and cross-functional teams.
Operational Excellence & Systems
Optimize order-to-cash processes within ERP systems (SAP preferred).
Lead teams through system implementations and change initiatives.
Ensure compliance with SLAs, routing guides, and customer standards.
Advance automation and digital self-service solutions.
Data-Driven Leadership
Establish and monitor KPIs and service metrics.
Translate data into actionable improvements.
Provide regular service performance updates to leadership.
Support forecasting and operational planning.
What You Bring to the role
Post-secondary education or equivalent business leadership experience.
5+ years of customer service experience.
Proven people leadership capability.
ERP experience (SAP strongly preferred).
Strong Excel and Microsoft Office skills.
Customer-centric leader with strong judgment.
Comfortable leading through change.
Data-driven and results-oriented.
Collaborative and people-focused.
Why Join Us?
At IPEX, you’ll be part of a team that values innovation, sustainability, and continuous improvement. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth.
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
Ready to make an impact? Apply today!
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
