Customer Service Representative

IDEX Corporation•Rochester, NY

37d•$20

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 Working in a team environment you will be responsible for processing/monitoring sales orders, handling all forms of aftermarket request, while providing excellent customer service to our external customers and channel partners, as well as our internal departments. In addition, you must be able to multitask, and switch focus quickly as the workload demands.

Requirements

High school diploma/GED required.
Requires excellent listening, oral, and written communication skills.
Employee 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.

Nice To Haves

College degree or minimum of three (3) years in a customer service is preferred.
Language skills other than English is beneficial.

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.
Develop and recommend changes to existing methods and systems to increase the accuracy, efficiency, and responsiveness of the customer service team as a whole.
Ability 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.
Assist with 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.