Customer Service Representative

About the Role

If you’re looking for a special place to build or grow your career, you’ve found it. IDEX offers opportunities across engineering, marketing, sales, supply chain, operations, HR, finance, and more within more than 40 diverse businesses worldwide. This position provides exceptional customer service to a broad range of customers and distributors, handling calls, emails, inquiries, requests, and complaints with a focus on prompt, respectful, and professional resolution. The role is temporarily remote due to COVID‑19; candidates must be able to work from home.

Responsibilities

• Manage new order requests, quote requests, expedite requests, change order requests, RMA requests, accounting issues, and other inquiries from Order to Remittance (OTR).
• Accurately and efficiently enter purchase orders in the JDE system, ensuring attention to critical customer requirements and details.
• Respond professionally and courteously to escalated customer service concerns, coordinating with other Gast departments as needed.
• Achieve department‑assigned metrics, meet deadlines, and uphold accountability in a process‑driven environment.
• Maintain a high level of customer obsession in a fast‑paced environment, even under pressure.
• Build and maintain positive relationships with customers, internal teams, and other internal customers.
• Work independently and collaboratively to provide cross‑functional support throughout the organization.
• Balance process adherence with appropriate decision‑making for internal and external customers; think outside the box.
• Collaborate cross‑functionally to improve and streamline processes.
• Embrace and lead change while maintaining a positive attitude.
• Continuously develop product knowledge of Gast and JUN‑AIR offerings.
• Acquire knowledge of working with customers globally.
• Perform additional duties as needed.

Performance Measures

• Obtain an average of 25% of the team workload, demonstrated through metrics.
• Email and phone call response times of 98% within 4 hours and 95% within 2 hours or less.
• Meet order accuracy targets.
• Meet or exceed annual team and individual goals.

Requirements

• 3–5 years in a professional role with a high level of direct customer interaction.
• Associate’s degree or higher preferred.
• Customer service experience in manufacturing desirable.
• Proficiency with MS Outlook, Word, Excel, JD Edwards (MRP), Microsoft Dynamics (CRM), and Teams.

Skills

• Strong attention to detail and documentation.
• Effective problem‑solving abilities.
• Excellent teamwork and collaboration skills.
• Professional phone and email etiquette.
• Ability to work within established processes and authority limits.
• Efficient communication with all levels of internal and external business culture.
• Strong computer skills (MRP, Microsoft Office, Teams, etc.).
• Highly organized in planning and time management; uses time effectively and efficiently.
• Ability to resolve, troubleshoot, and communicate unfavorable answers constructively and professionally.

Pay

This hourly position pays between $21.00 and $23.50 per hour (gross).