Customer Experience Representative

3 weeks ago

Linthicum, United States Idex Corporation Full time

**BUSINESS OVERVIEW**

The Customer Experience Representative position will be located at the Linthicum, MD US Valve site. Established in 1999 out of the growing needs of valves at Airtech Vacuum Inc., US Valve is a manufacturer of elastomer hinge check valves, dual disc check valves and medical ball valves sold through the US Valve and Techno Check Valves brands. We are best known for having the lowest pressure drop designs available. USV is ISO 9001:2015 certified.

USV’s vision is to empower our employees to recognize and drive actions on opportunities, take calculated risks, and make data-driven decisions to double our revenue in 5 years. We will achieve this by developing our talent, delivering novel solutions, and solving unique customer challenges.”

***

The role of the Customer Experience Representative is to process incoming orders while supplying sales & customer base with information including shipping dates, delays, unit price and handling/escalating complaints. The Customer Experience Representative is a high energy communicator and problem solver whose goal is to provide best-in-class customer service. Their customer relationships are built on respect, integrity, cooperation, teamwork and professionalism.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Owns 80s/20s Customer Experience function from beginning to end, general inquiries, order entry, order acknowledgement, order status, shipment updates/tracking/issues, complaints, RMA processing, and providing an overall pleasant customer experience.
- Performs PO review for corrections with price, terms, export compliance, and other details. Informs customer of any changes require and follows-up for resolution. Escalates major challenges to management where required.
- Enters orders into ERP system and ensures correctness of price, nomenclature and other information.
- Updates customers on shipping dates, anticipated delays, and/or other changes as needed.
- Enters quotes with validated models numbers to assist Inside Sales
- Works with internal team members to ensure all pieces of order are present for smooth transition of processing.
- Collects appropriate customer data for valid company decisions on order cancellations, returns, changes, and other related matters.
- Supports customer account management, maintenance and records.
- Provides phone support for incoming calls.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Assists with other local Accounts Receivable & Payable Functions
- AR to assure accounts are in good standing for credit terms, credit limits, and timely payments.
- AP function by matching POs, packing slips, and product quantities with supplier invoices received.
- Collaborates with Inside & Outside Sales to provide internal customer account support, as necessary
- Maintains financial accounts by processing customer adjustments, credit cards, and international documentation for payments.
- Enters new product item requests where needed to support system order function.
- Assists with inventory management
- Other duties as necessary

**QUALIFICATIONS**: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must have exceptional attention to detail and process.
- Clear, precise communication skills and ability to communicate within the organization.
- Strong organizational and time management skills, and ability to prioritize.
- Self-starter with a strong sense of urgency and follow up skills.
- Strong problem-solving skills and analytical abilities.
- Works effectively in a team environment; both with internal and external stakeholders.
- Consistently operates at the highest level of integrity and is never willing to compromise with regards to ethical standards.
- Must be able to work in a fast-paced, dynamic and high transaction environment, with the ability to maintain composure in stressful situations.

**EDUCATION and/or EXPERIENCE**
- Associate’s degree preferred.
- 4+ years of work experience in a Customer Service role.
- Excellent computer skills. Microsoft Office Applications and ERP System experience (JDE) required.

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

**IDEX is an Equal Opportunity Employer and Affirmative

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