Customer Sales Support Representative

About the role

The Customer Sales Support Representative will serve as the primary point of contact for IPG’s protective packaging customers, handling daily order transactions from inquiry through delivery. This full‑time, salaried position is based in Toronto and focuses on ensuring accurate order processing, timely communication, and high customer satisfaction.

Key responsibilities

• Respond promptly to customer inquiries via email and phone, maintaining a professional demeanor.
• Process product, sample, and literature orders, verify entry accuracy, and manage back‑orders and late shipments.
• Provide customers with up‑to‑date order status, pricing information, and delivery details using open‑order reports.
• Collaborate with sales, product, and pricing teams to resolve pricing issues and offer appropriate substitutions.
• Expedite orders according to IPG policy, monitor OTIF performance, and communicate any delivery exceptions.
• Coordinate with shipping and logistics providers to obtain tracking numbers, proof of delivery, and delivery status.
• Conduct outbound calls to existing customers to solicit new orders and analyze order history to improve satisfaction and revenue.

Required profile

• Strong communication skills with the ability to handle customer issues professionally.
• Detail‑oriented approach to order entry and documentation.
• Ability to work collaboratively with sales, operations, and logistics teams.
• Proactive attitude in monitoring order status and addressing exceptions.
• Experience in a customer service or order management environment preferred.

Required skills