Customer Service Representative
About The Position
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. SUMMARY The Customer Experience Representative is our customers' first point of contact, responsible for providing exceptional customer service to our clients, ensuring their satisfaction and loyalty. This position represents the company and will act as the main point of contact for any customer inquiries or concerns and will work closely with other departments to resolve issues and provide timely solutions.
Requirements
- Demonstrates strong multitasking, time-management, and organizational skills
- Exhibits excellent verbal and written communication abilities
- Possesses a superior level of soft skills
- Able to handle high work volumes in a fast-paced environment
- Displays strong and creative problem-solving abilities
- Handles customers with professionalism and empathy
- Maintains attention to detail and accuracy in managing customer information and order details
- Quickly learns new software and processes with skill and adaptability
- High School diploma with experience in Customer Service or equivalent roles
- Proficient in using customer service software, CRM systems, and Microsoft Office Suite
- Ability to remain in a stationary position (e.g., sitting or standing) for extended periods.
- Onsite presence required Monday through Friday during standard business hours
Nice To Haves
- Customer Care experience in a manufacturing environment a plus
- Bilingual preferred but not mandatory
- Knowledge of JD Edwards a plus
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
- Maintain a balance between company policy and customer benefit in decision making. 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
- Ability to share work among a customer service team
- Keep accurate records of customer interactions, transactions, comments, and complaints in our CRM system.
- Cross collaboration with technical support to provide the most accurate and best product options for the customers’ needs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
