IDEX Customer Service Representative in United States

Title: Customer Service Representative

Business Unit: Warren Rupp

Location:

United States

Function: Sales

Description:

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

Other Responsibilities:

  • 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).

  • Overtime, (W).

  • Order Entry Cycle Time (D)

  • Order Entry Accuracy (D)

Competencies:

  • Action Oriented

  • Approachability

  • Customer Focus

  • Managing Diversity

  • Informing

  • Technical Learning

  • Time Management

  • Written Communications

Qualifications:

Process Owner’s Minimum Requirements:

Education:

  • 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

REQ ID: 1807