IDEX Customer Service Representative in Mansfield, Ohio

Title: Customer Service Representative

Business Unit: Warren Rupp


800 North Main St.

Mansfield, Ohio, 44901-1568

United States

Function: Administrative



  • Order Management Respond timely and professionally to our customers by telephone and email to answer inquires, manage orders, and make adjustments to existing orders.

  • Provides customer assistance with Order Entry and suggest solutions and/or alternatives when necessary.

  • Processes and enters incoming orders from assigned territory in an accurate and timely manner according to standard work (Contract Review).

  • Handles customer calls involving customer order information.

  • Acknowledgement of orders to customers.

  • Resolves problems surrounding order entry process.

  • Prepares shipping documentation for international and Canadian customer order according to export policies and procedures and shipping methods.

  • Provides tracing for all shipments with freight carriers when requested.

  • Issues RGA numbers for returns.

  • Fields general customer questions and complaints.

  • Maintain a balance between company policy and customer benefit in decision making.

  • Handle issues in the best interest of both our customer and our company for orders, credits concerning warranty issues, returns, entry errors, etc. under managerial supervision.

  • Maintains invoice and correspondence files in a timely manner

  • Supports all inside and outside sales staff and back-up other department personnel as required.

  • Performs other job duties as assigned.


Education and/or Experience:

  • High School Diploma.

  • Five years’ experience in Customer Service, preferable within a manufacturing environment with strong customer orientation or equivalent combination of education and experience.

  • Experience with JD Edwards operating system preferred.

  • Bi-lingual in Spanish, a plus, but not required.

Specific skills, knowledge, and/or licenses:

  • Must possess a professional, positive, and warm personality with optimal customer service.

  • Communication (written and verbal), problem solving, managing multiple priorities.

  • Knowledge of Microsoft Office software.

  • Ability to work with others and be an active part of a cross functional team.

  • Aptitude for developing sales rapport via telephone and email contact with key customer personnel involved in purchase decisions

  • Quality management looks for ways to improve and promote quality and demonstrates accuracy and thoroughness

  • Basic knowledge of geography.

IDEX is an equal opportunity employer Minorities/Females/Protected Veterans/Disabled

REQ ID: 1463