Customer Service Specialist

About the role

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact. With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses, chances are, we have something special for you.

Responsibilities

• Serve as the primary point of contact for all customer inquiries and concerns both over the phone and via email.
• Manages end-to-end customer order processing from purchase order receipt to product shipment.
• Handles inbound phone calls and customer support email requests.
• Triage and manage escalations in a timely and professional manner.
• Provides answers to general technical product questions.
• Supports the sales team with pricing, quoting, and general product assistance.
• Resolve internal customer issues promptly and thoroughly.
• Expedites shipments when necessary.
• Handles issues in the best interest of the customer and the company.
• Partner with the Compliance Team to provide our international customers with the best service while maintaining compliance guidelines.
• Develop and recommend changes to existing methods and systems to increase the accuracy, efficiency, and responsiveness of the customer service team as a whole.
• Able to share work among a customer service team.
• Keep accurate records of customer interactions, transactions, comments, and complaints in our CRM system.
• Works closely with technical support to provide the most accurate and best product options for the customers’ needs.
• Absorb and implement continuous improvement opportunities throughout the year (RIE’s, special projects).
• Updates and maintains customer information databases (CRM).
• Greet and check in all customers and vendors upon arrival, ensuring they are properly registered and directed to the appropriate personnel or location.
• Performs other duties as assigned or directed.

Qualifications

• High school diploma/GED required.
• College degree or minimum of three (3) years in a customer service is preferred.
• Requires excellent listening, oral, and written communication skills.
• Must be highly organized and detail oriented.
• Must be able to comprehend and utilize various PC software programs with proficiency in Microsoft Office (Excel, Word, & Outlook) a plus.
• Language skills other than English is beneficial.

Pay

The hourly pay range for this role is $23.00.

Total Rewards

The starting compensation for this position is $23.00 per hour. This position may be eligible for performance based bonus plan.

Benefits Package

Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: here.

Organizational Relationships

Interfaces extensively with RSD’s, Application Engineering, Production and Planning, Commercial Engineering, and Accounting.

Physical Environment & Environmental Factors

This position operates in a manufacturing office setting and involves regular use of standard office equipment. The role requires the ability to remain in a stationary position for extended periods while performing computer-based tasks. The employee will occasionally move about the office or nearby production areas to access equipment, attend meetings, or communicate with team members. The individual must be able to communicate effectively with coworkers and external parties in person, over the phone, and through digital platforms. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Attention Applicants

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at lfcareers@idexcorp.com for assistance with an accommodation.