Customer Service Manager - Mechanical, Plumbing, Industrial

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 - Mechanical, Plumbing, Industrial 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!