Customer Service Representative

2 months ago

Mansfield, United States IDEX Full time

If you're looking for a special place to build or grow your career, you've found it. Whether you're an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.

With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.

PRIMARY FUNCTION:

Responsible for assisting customers/distributors in preparation for order placement as well as providing customer support after the order has been attained. This includes quotes, part and pump inquiries, reports, and tracking of shipments.

PRIMARY DUTIES AND RESPONSIBILITIES:

  • Conduct all Customer Service activities in support of Field Sales and customer assistance with order entry
    • Processes and enters incoming orders from assigned territory in an accurate and timely manner according to standard work (Contract Review)
    • Assist other customer service reps as needed
    • Handle customer calls involving customer order information
    • Acknowledgement of orders to customers
    • Resolve problems surrounding order entry process
  • Work with various departments including, but not limited to, Applications Engineering, After-Sales, Scheduling, Purchasing, Quality, Service Parts, and Compliance to service the customer
  • Utilize Dynamics 365 to respond to inquiries, take phone calls, review special discounts, create cases, and convert to leads
  • Manage and prioritize the movement of orders on shipment schedule
  • Manage commercial documents and all other documents as needed for the shipment which include, but are not limited to invoices, packing slips, letter of credit documents, certificates of origin
  • Provides timely and accurate response to all customer and field sales inquiries, order placement, customer complaints, and any other inquiries utilizing an effective follow-up system for all open and active inquiries
  • Provide preliminary/routine assistance for application engineering inquiries
  • Participate in a team approach to selling to key accounts in which personnel work as a cohesive group; dedicated to increasing sales through customer satisfaction
  • Assists in resolving credit matters
  • Verify proper approval of customer credits and debits to ensure timely processing
  • Profile order delays, new product sales and customer issues with the appropriate level of Operations Management to ensure the highest degree of customer satisfaction and response
  • Participate in technology changes that lead to process improvement and improved customer satisfaction
  • Assist customers with the Sandpiper and Versamatic Portal. Help drive for an improved customer experience and assist with customer inquiries pertaining to the portal
  • Participate in individual and group training
  • Acknowledge, ship, and invoice customer's Electronic Data Interchange (EDI) orders through Software Program System (SPS)
  • Assist with Compliance and Logistics related tasks as needed
  • Assist in any special assignment delegated by the Manager of Customer Service
OTHER RESPONSIBILITIES:
  • Participate in Continuous Improvement activities
  • Participate in KPI reporting
  • Participate in cross training
  • Apply 5S in area
  • All other duties as assigned
PROCESS METRICS:
  • Response time to customer
  • Customer complaints
  • Collection of end-user data
  • Order Entry Accuracy
COMPETENCIES:
  • Customer Focus
  • Action Oriented
  • Approachability
  • Managing Diversity
  • Technical Learning
  • Time Management
  • Attention to Detail
  • Strong Change Management skills
  • Written and Verbal Communication skills
EDUCATION AND/OR EXPERIENCE REQUIREMENTS:
  • High School diploma
  • Three years' experience assisting customers and/or training
  • Experience with JD Edwards operating system preferred
  • Experience with Microsoft Dynamics 365 or similar customer service platform
OTHER SPECIAL REQUIREMENTS
  • Knowledge of Microsoft Office software (Excel Experience preferred)
  • Able to handle multiple projects and tasks concurrently
  • Ability to work with others and be an active part of a cross functional team
  • Aptitude for developing sales rapport via telephone and e-mail contact with key customer personnel involved in purchase decisions
  • Ability to develop knowledge of hydraulics, AODD pumps, and pump applications
  • Problem solving - identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
  • Planning/organizing - prioritizes and plans work activities, uses time efficiently and develops realistic action plans
WORK ENVIRONMENT REQUIREMENTS:
  • Office and Virtual workplace
  • Daily interaction with warehouse, production, and shipping teams


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 Action Employer. IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws (Minorities/Females/Protected Veterans/Disabled).

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at lfcareers@idexcorp.com for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.

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