Love of learning, problem-solving and mentoring takes customer service leader’s career to new heights
Great customer service teams are known for their reliability, excellent problem-solving skills and ability to help clients achieve their goals. For Angie Patrick, it was not only the drive to find innovative solutions for clients that inspired her to choose a career in customer service, but also her interest in learning about new products and processes, the chance to engage with colleagues from across the company and the opportunity to become a trusted mentor.
Joining IPEX in 2001 as an Executive Administrative Assistant, Angie soon found her ideal niche in the customer service space, where she now leads the Ontario Customer Service team as Supervisor of the Invader Sales Office in Mississauga, Ontario.
“Since joining the Customer Service team, I have been able to learn about our products, how they’re used and how they can benefit our customers,” she says. “Most valuable of all, though, are my interactions with our customers and the pride that I feel in representing such a great company.”
Customer service itself is a people-focused role – and in addition to her enthusiasm for helping individuals find ideal solutions, Angie points to the relationships she has formed with her IPEX colleagues and management team as one of the best parts of her job.
Angie often works closely with IPEX’s Outside Sales team and managers, the Production and Scheduling departments, Logistics and Deployment, as well as with distribution centres across Canada and the U.S. to help satisfy customer requirements.
“I feel exceptionally proud to work with such an outstanding group of professionals,” she says. “IPEX respects its employees, embraces everyone’s individuality and is comprised of an exceptionally amazing group of individuals. Everyone is so willing to work together to learn, teach, share, and just be there to encourage and assist in any way they can.”
An important part of her role also involves mentoring and guiding her team of 12 Customer Service Representatives and administrative staff, supporting their personal development goals and successes with the aim of enhancing their growth within the organization.
Her advice to new employees is to not only put in their best effort, but also to be open to absorbing as much of the team culture as possible.
“Lean on those around you, be open to learning new ways, embrace your experiences and welcome the adventures that lie before you – it won’t be long before you realize what a great organization you have joined,” she says.
While no two days are the same in the customer service department, says Angie, during the COVID-19 pandemic, she faced a number of additional obstacles for IPEX team members. At the same time, Angie says rising above these challenges has been incredibly rewarding, and remaining resilient during this period is her proudest moment at IPEX so far.
For example, each day she analyzed how pandemic-related shortages and issues have impacted customers, worked to accept any hurdles and overcome them to provide customers with the best possible outcomes.
“The reassurance we’ve been able to provide and the feedback we’ve received from our customers time and time again make me very proud to be part of such an amazing team. Our customers know that, as a company, we will strive to provide them with the best service possible – it’s what we do!”