Customer Service Rep. Idex Corporation

Location

Mansfield, OH

Program

General

Qualifications

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 at https://www.idexcorp.com/our-businesses/business-segments/ around the globe, chances are, we have something special for you.

Summary: Responsible for assisting customers/distributors in preparation for order placement as well as providing customer support after the order has been attained. Will also be responsible for support of the Logistics Coordinator’s daily tasks and execution of shipments.

Major Tasks and Responsibilities:

  • Conduct all Customer Service activities in support of Field Sales and customer assistance with order entry.

  • Processes and enters incoming orders from assigned territory in an accurate and timely manner according to standard work (Contract Review)

  • Assist other customer service reps as needed

  • Handle customer calls involving customer order information

  • Acknowledgement of orders to customers

  • Resolve problems surrounding order entry process

  • Support Logistics Coordinator in day-to-day freight handling

  • Manage and prioritize the movement of orders on shipment schedule.

  • Manage commercial documents and all other documents as needed for the shipment which include, but are not limited to: invoices, packing slips, shipper’s letter of instructions, letter of credit documents, and certificates of origin.

  • Use Trax to create shipments and use JDE to check commercial invoices.

  • Provides timely and accurate response to all customer and field sales inquiries, order placement, customer complaints, and export compliance.

  • Provide preliminary/routine assistance for application engineering inquiries.

  • Participate in a team approach to selling to key accounts in which personnel work as a cohesive group; dedicated to increasing sales through customer satisfaction

  • Maintain invoice and correspondence files in a timely manner

  • Maintain an effective follow-up system for all open and active inquiries to ensure timely and conclusive response to the customer

  • Assists in resolving credit matters

  • Verify proper approval of customer credits and debits to ensure timely processing

  • Facilitate the resolution of customer complaints in order to provide a systematic review and a prompt response to the customer

  • Profile 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

  • Participate in technology changes that lead to process improvement and improved customer satisfaction.

  • Participate in individual and group training

  • Assist in any special assignment delegated by the Manager of Customer Service

Other Responsibilities:

  • Participate in continuous improvement activities.

  • Participate in KPI reporting

  • Participate in cross training

  • Apply 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)

Competencies:

  • Customer Focus

  • Action Oriented

  • Approachability

  • Managing Diversity

  • Informing

  • Technical Learning

  • Time Management

  • Written and verbal Communications Process Owner’s Minimum Requirements: Education:

  • High School diploma Experience:

  • Five years’ experience assisting customers and/or training

  • Transportation and logistics experience preferred. International experience preferred.

  • Certificates in Import/Export and Freight Forwarder system experience a plus.

  • Experience with JD Edwards 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

  • Outgoing 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, AODD 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:

  • Office environment

  • Daily interaction with warehouse and production teams

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

IDEX (NYSE: IEX) is a company that has undoubtedly touched your life in some way. In fact, IDEX businesses make thousands of products that are mission-critical components in everyday activities. Chances are the car you’re driving has a BAND-IT® clamp holding your side airbag safely in place. If you were ever in a car accident, a Hurst Jaws of Life® rescue tool may have saved your life. If you or a family member is battling cancer, your doctor may have tested your DNA in a quest to find the best targeted medicine for you. It’s likely your DNA test was run on equipment that contains components made by our growing IDEX Health & Science team.


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