Customer Service Representative

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 around the globe, chances are, we have something special for you. Scope of Role:   Provide exceptional customer service to a broad range of customers and distributors. Takes personal responsibility for the customer experience by responding to customer calls, emails, inquires, requests and complaints that may require research to reach a solution and deliver superior customer service in a prompt, respectful and professional manner to ensure customer satisfaction. Demonstrate a high standard of cross functional collaboration to gather accurate information for customer requests.   Enjoys working hard in an action-oriented environment. **Due to COVID-19, this is a temporarily remote position. Candidates must be able to work from home.    Essential Duties: Manage new order requests, quote requests, expedite requests, change orders request, RMA requests, accounting issues and other inquires as needed from OTR (Order to Remittance). Accurately and efficiently enter purchase orders in JDE system, which requires attention to critical customer requirements and details. Responds in a professional and courteous manner to escalated customer service concerns in order to reach an effective solution which may entail coordinating with other Gast departments. Achieve standard metrics assigned to the department; complete responsibilities through a process driven environment, meet deadlines and uphold accountability. Handles fast-paced environment while maintaining a high level of customer obsession; even under pressure. Builds relationships & maintains a positive attitude with customers, teams, and other internal customers. Strong ability to work independently and in a collaborative team setting to provide cross functional support to the team and throughout the organization. Demonstrate the ability to balance process with appropriate decision making for both internal and external customers; ability to think outside the box. Collaborate cross functionally to improve and streamline processes. Possess ability to embrace change, lead change and maintain a positive attitude. Continuous Gast and JUN-AIR product knowledge development. Acquire the knowledge of working with customers globally. Additional duties as needed. Measures of Performance: Obtain an average of 25% of the team workload, shown through metrics Email and phone call response times of 98% for 4 hours and 95% of 2 hours or above Order accuracy targets Meet or exceed annual team and individual goals Education and Experience Requirements or Equivalencies: 3-5 years in a professional role with a higher level of direct customer interaction Associates degree or higher preferred Customer Service experience in manufacturing desirable Proficiency in operating MS Outlook, Word, Excel, MRP (JD Edwards), CRM (MS Dynamics) and Teams Other Skills and Abilities: Demonstrates strong attention to detail and documentation Effective problem-solving skills Excellent team skills and ability to work well with others Excellent phone and email “etiquette” in a professional, efficient manner Able to work within established processes and authority limits Efficient, effective communication with all levels of business culture, both internal and external Strong computer skills (MRP Knowledge, Microsoft Office, Teams, etc.) Very organized in areas of planning and time management; uses time effectively and efficiently Works effectively with internal and external customers to resolve, troubleshoot and communicate unfavorable answers in a constructive and