IDEX Customer Service Representative in United States
Title: Customer Service Representative
Business Unit: Warren Rupp
Summary: Responsible for providing customer support after the order has been attained.
Major Tasks and Responsibilities:
Performs all Customer Service activity in support of Field Sales.
Provides timely and accurate response to all customer and field sales inquiries, order placement, customer complaints, export compliance and engineering changes.
Provides preliminary/routine assistance for application engineering inquiries.
Participates in a team approach to selling to key accounts in which all personnel work as a cohesive group; dedicated to increasing sales through customer satisfaction
Collects new data and maintains comprehensive historical data; analyzing all data and communicating to management relative information and recommendations that could impact future planning
Maintains an effective follow-up system for all open and active inquiries to insure timely and conclusive response to the customer
Assists in resolving credit matters
Views and prompts response to the customer with analysis of summary reports to assure early recognition and resolution of developing problems
Verifies proper approval of customer credits and debits to ensure timely processing
Facilitates the resolution of customer complaints in order to provide a systematic review and a prompt response to the customer
Assists in the targeting, approval and sale of key new products outlined in the Operation’s Strategic Initiatives with outside sales personnel and Operations Management
Profiles 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
Participates in technology changes that lead to process improvement and improved customer satisfaction.
Participates in individual and group training
Assists in any special assignment delegated by the Manager of Customer Service
Participates in CPI activities.
Participates in KPI reporting
Participates in cross training
Applies 6S in area
All other duties as assigned Process Metrics:
Response time to customer, (D).
Customer complaints, (D).
Collection of end-user data, (D).
Order Entry Cycle Time (D)
Order Entry Accuracy (D)
Process Owner’s Minimum Requirements:
Bachelor’s degree in a Technical field, Business Administration or related field preferredExperience
Five years experience in customer service / inside sales; or equivalent combination of education and experience
Experience with JDE operating system preferred
Specific skills, knowledge, and/or licenses:
Knowledge of Microsoft Office software
Able to handle multiple projects and tasks concurrently
Ability to work with others and be an active part of a cross functional team
Extrovert personality and acceptable to change
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, AOD pumps, PD 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 Working Conditions:
Regularly required to talk, or hear; use hands to finger, handle, or feel, and sit for extended periods of time
Occasionally required to stand; walk and reach with hands and arms
Noise levels are usually quiet
IDEX is an equal opportunity employer Minorities/Females/Protected Veterans/Disabled