Customer Experience Specialist

2 weeks ago

Linthicum, United States Idex Corporation Full time

**BUSINESS OVERVIEW**

The Customer Experience Specialist position will be located in Linthicum, MD at the 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.

***

This role will be highly collaborative with sales, production, logistics, finance, and engineering.

**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 Customer Experience function from beginning to end delivering an overall pleasant interaction including:

- Key account customer order entry, order acknowledgement, and assist with smaller accounts.
- Key account customer quotations for validated part numbers plus assists on smaller quote requests as needed.
- Key account customer order status, shipment updates/tracking, and issues.
- Key account customer inquiries, complaints, RMA processing.
- Owns and acts as a liaison for our customers being their internal advocate and escalating major customer changes/challenges to leadership while maintaining a company perspective.
- Collects appropriate customer data for valid company decisions on order cancellations, returns, changes, and other related matters.
- Assists with customer forecasting/planning functions to be proactive in meeting customer requirements.
- Interacts/Coordinates with inside and outside sales, production, engineering, logistics, and leadership to stay current on customer accounts, production, shipping status, and order fulfillment status to ensure smooth order processing.
- Actively participates in cross functional meetings to represent the customer and provide their input/feedback.
- Performs PO review for corrections with price, terms, export compliance, and escalates where required.
- Enters new product item requests where needed to support system order function.
- 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.
- Provides phone support for incoming calls.
- 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.
- Supports customer account management, maintenance and records.
- Always curious in continuing to develop knowledge of our products and services.
- 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.
- Excellent written and oral communication skills; ability to communicate with empathy and detail
- Ability to convey a collaborative and positive attitude, even when interacting with difficult situations/customers
- Strong organizational and time management skills, and ability to prioritize
- Must have exceptional attention to detail
- Self-starter with a strong sense of urgency and follow up skills
- Ability to develop structured processes
- Ability to navigate and collaborate across functions to problem solve topics for customers
- 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

**EDUCATION and/or EXPERIENCE**
- 2- or 4-year college degree preferred
- 5+ years of work experience in customer service/support roles required
- Highly proficient in MS Office Applications; especially Outlook, Excel, and Word
- Highly proficient in ERP and CRM systems (JD Edwards / Oracle experience a plus)

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

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