IDEX Customer Service Representative in Mansfield, Ohio
Title: Customer Service Representative
Business Unit: Warren Rupp
800 North Main St.
Mansfield, Ohio, 44901-1568
ESSENTIAL DUTIES & RESPONSIBILITIES OF POSITION:
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