Customer Service Manager

IPS is seeking a dedicated Customer Service Manager to be the backbone of our innovative team. At IPS, we know that great ideas and groundbreaking projects rely on exceptional support behind the scenes. Your professional growth and development are our priority, so your opportunities here are unlimited. We care for our team members, offering a comprehensive benefits package, work-life balance, and job stability. If you thrive in a fast-paced environment where you will be recognized and appreciated, you would be a great fit at IPS.

Responsibilities & Expectations: 

The Customer Service Manager role is a technical position responsible for directing and coordinating all Customer Service activities to ensure an Unmatched Customer Experience.

• Provide proactive customer service for timely and cost-effective completion of all customer service-related activities
• Act as a technical resource to address and resolve inquiries and problems
• Support the outside sales organization and OEM partners
• Review technical requirements of incoming purchase orders and translate to work plan instructions and internal order documents
• Prepare internal material requisition for purchase of materials and services related to order completion
• Complete special price quotations and bids
• Proactively explore and present ideas that improve operations, drive improvement in margins, start to quote, approval to ship, and the overall unmatched customer experience
• Maintain in-depth understanding of products, services and competitors, using knowledge to grow IPS business
• Responsible for Key Customer Facing Metrics: Quality, Time to Quote, Approval to Ship, and Ship to Invoice
• Utilize CIPS tools and processes
• Research and communicate with IPS vendors on parts and part delivery
• Ensure proper procedures and standards are in place to conform to CSA, ISO, EASA, and IPS Standard of Work requirements
• Assist in achieving financial targets set out by the Annual Operating Plan (AOP)

Qualifications and Competencies: 

• Sharp analytical thinking and reasoning abilities
• Proficient with Microsoft Office
• Ability to analyze and interpret data and take appropriate action
• Must be extremely detail-oriented with sound problem-solving skills
• Ability to handle escalated customer issues with professionalism and efficiency
• Ability to prioritize and maintain a high degree of organization
• Excellent time management
• Ability to communicate technical data in a clear and concise manner
• Possess excellent written and verbal sills
• Prefer 5+ years of technical sales or customer service, or similar experience
• Experience in motor repair or related industry
• Experience interpreting and understanding profit and loss statements

You’ll thrive at IPS if you…

• Lead with integrity and prioritize safety. You demonstrate high standards and commit to a safe, ethical workplace.
• Value teamwork and accountability. You work well with others, take responsibility, serve others, and deliver on your commitments.
• Focus on the customer. You are dedicated to providing an unmatched customer experience and exceeding expectations.
• Have an entrepreneurial spirit. You’re proactive, innovative, and thrive in a fast-paced environment.
• Communicate effectively and with purpose. You keep everyone informed with clear, concise communication.
• Stay curious and love to learn. You continuously seek new knowledge and grow personally and professionally.

Who We Are:  

At Integrated Power Services (IPS), we're committed to empowering you to make a meaningful impact. As the industry's leading and fastest-growing service provider, IPS offers single-source electromechanical and power management solutions to enhance the reliability of critical infrastructure across North America and the United Kingdom. We serve over 30,000 essential customer locations, from renewable energy pioneers to hospitals, manufacturers, and municipalities, helping them avoid