IDEX Senior Customer Service Representative in Irvine, California
Title: Senior Customer Service Representative
Business Unit: Knight
15340 Barranca Parkway
Irvine, California, 92618
Great developmental opportunity for a high-energy, customer-focused professional to join Knight, LLC and learn about our world class product and processes. The primary functions include order placement/administration, assisting with mechanical and electrical applications, technical support and assessing customer needs for other products/services. The position requires great attention to detail and extreme customer focus in an exciting, fast-paced international manufacturing environment. This position provides a vital link between customers, the external sales force and the internal operations group. We are seeking highly motivated individuals to develop into junior sales roles!
Responsible for complete customer service to both our internal andexternal customers.
Accurately enter customer orders submitted via phone, fax, email, orwebsite into ERP (JD Edwards) system. Responsible for all ordermaintenance until shipment.
Ability to talk to our customers in a professional manner and page ortransfer calls as needed. Assist customers with application andinstallation related questions or other request as they arise.
Responds to customer's inquiries or complaints regarding products orservices in a timely manner.
Handles customer returns for warranty, repairs and credit issues andcollects data information to support such return issues.
Must participate in ongoing technical training to stay current on partknowledge and learn about the new products developed each year in orderto answer customer questions.
Consults with sales managers to respond and answer any customerconcerning issues related to contracts, prices, technical support,regulatory affairs and product configuration or application issues.
Ensure the timeliness of Booking/Shipment report outs to management asrequired ensuring visibility of all incoming orders and outgoingshipments.
Liaison between Scheduling, Shipping, Sales, Engineering and CustomerService facilitate order fulfillment issues.
Responsible for the maintenance and updating of Knight contracts,complaints and return authorizations.
Completing export documentation certificate of origin, exportdeclaration, commercial invoice.
Liaise with engineering and factory quality engineer to provideaccurate, expeditious solutions to product quality/performancecomplaints/issues.
Other duties as assigned.
High school diploma plus some college coursework.
At least 5 years of customer service experience in a manufacturingenvironment with an electro/mechanical aptitude.
The position requires excellent time management and communications skillsin dealing with external and internal customers.
Strong computer skills in Windows and MS Office applications, especiallyExcel.
Must have an understanding of shipping both domestically andinternationally, UPS, DHL and freight forwarder processes.
Knowledge and understanding of basic electrical wiring, mechanical pumps,valves, data loggers or PLC’s preferred
JD Edwards experience preferred
Export and Import compliance knowledge is a plus as well as a familiaritywith international customer business practices.
IDEX is an equal opportunity employer Minorities/Females/Protected Veterans/Disabled