Customer Solutions Specialist

IDEX • Wheeling, IL

4d • Onsite

About The Position

The Customer Solution Specialist is a critical role at Fluid Management that builds strong working relationships with key customer accounts, Account Executives, Accounting, Pricing, Technical Support, Operations, and Production. This role requires a high level of customer focus, product knowledge, problem-solving, and ownership to ensure accurate and timely order processing. The Customer Solution Specialist works proactively to facilitate smooth handoffs between departments, investigate and resolve order-related issues, and ensure customer requirements are met through clear communication and attention to detail. The primary goal of this position is to demonstrate customer obsession by providing clear, complete, accurate, and timely support to both internal and external customers while contributing to departmental performance, continuous improvement, and overall customer satisfaction.

Requirements

• High School diploma or equivalent & Associates Degree required.
• 2+ years Customer Service experience required
• Exceptional interpersonal and telephone skills
• Excellent communication skills including active listening
• Great written and verbal skills
• Experience in a high call volume position (20+ calls expected)
• Proficient computer skills with the ability to learn new software.
• Microsoft Office Applications (Word & Excel)
• Strong knowledge of Oracle / JD Edwards or a comparable ordering system or system comparable
• Work in a team environment
• Maintains a high ethical standard in customer satisfaction
• Positive “can do” attitude
• Must have solid time management and exemplary organizational skills
• Display outstanding self-initiative requiring minimal supervision
• Cross functional department interactions such as Sales, Accounting, and Operations

Responsibilities

• Partner with Account Executives, Service Partners, and Independent Representatives/Distributors in North and Latin America to process purchase orders (equipment and spare parts) in JDE.
• Manage assigned inboxes, customer inquiries, and order requests while ensuring timely and accurate order processing.
• Review and validate customer requirements, supporting documentation, pricing approvals, customer master requirements, and order details prior to processing.
• Support Order-to-Cash activities including export documentation, credits/rebills, RMAs, and related transactions.
• Proactively communicate with customers, Account Executives, and internal stakeholders regarding order status, delivery updates, quality concerns, and order-related issues.
• Provide timely, accurate, and professional responses to customer inquiries and order changes through phone and email while ensuring clear communication and follow-through.
• Create, update, maintain, and reactivate Customer Masters as required.
• Ensure customer information, pricing requirements, supporting documentation, and appropriate credit approvals are obtained and maintained to support accurate order processing.
• Demonstrate strong organizational, time management, and prioritization skills while managing multiple customer requests, orders, and deadlines in a fast-paced environment.
• Achieve departmental metrics and performance expectations while operating in a process-driven environment and demonstrating accountability for quality, timeliness, accuracy, and customer satisfaction.
• Validate pricing and supporting documentation to ensure compliance with company policies and procedures.
• Ensure pricing exception requirements, approvals, and related documentation are obtained and applied appropriately.
• Obtain freight quotes and coordinate freight activities as needed.
• Identify process improvement opportunities and actively participate in achieving departmental goals, service level commitments, quality metrics, and continuous improvement initiatives.
• Proactively share knowledge within the team, document processes, and support cross-training initiatives to ensure business continuity and team success.
• Respond professionally and courteously to escalated customer concerns by utilizing strong problem-solving and investigative skills to identify effective solutions while coordinating with cross-functional teams as needed.
• Develop and maintain a working knowledge of Fluid Management products, systems, and business processes.
• Maintain order tracking tools, shared spreadsheets, and department logs to provide visibility into machine orders, spare parts orders, installations, backlog, and customer communications across departments.

Benefits

• Health benefits
• 401(k) retirement savings program with company match
• PTO

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree