Customer Service Specialist

Overview Working in a team environment you will be responsible for processing and monitoring sales orders, handling all forms of aftermarket requests, while providing excellent customer service to external customers, channel partners, and internal departments. You must be able to multitask and switch focus quickly as the workload demands. Responsibilities Serve as the primary point of contact for all customer inquiries and concerns over the phone and via email. Manage end‑to‑end customer order processing from purchase order receipt to product shipment. Handle inbound phone calls and customer support email requests. Triage and manage escalations in a timely and professional manner. Provide answers to general technical product questions. Support the sales team with pricing, quoting, and general product assistance. Resolve internal customer issues promptly and thoroughly. Expedite shipments when necessary. Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of the customer and the company. Partner with the Compliance Team to provide international customers with the best service while maintaining compliance guidelines. Develop and recommend changes to existing methods and systems to increase accuracy, efficiency, and responsiveness of the customer service team. Share work among the customer service team. Keep accurate records of customer interactions, transactions, comments, and complaints in our CRM system. Work closely with technical support to provide the most accurate product options for the customers’ needs. Assist with continuous improvement opportunities throughout the year (RIEs, special projects). Update and maintain 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. Perform other duties as assigned or directed. Organizational Relationships Interfaces extensively with RSDs, Application Engineering, Production and Planning, Commercial Engineering, and Accounting. Physical Environment & Environmental Factors This position operates in a manufacturing office setting and involves regular use of standard office equipment. The role requires the ability to remain in a stationary position for extended periods while performing computer‑based tasks. The employee will occasionally move about the office or nearby production areas to access equipment, attend meetings, or communicate with team members. The individual must be able to communicate effectively with coworkers and external parties in person, over the phone, and through digital platforms. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Qualifications High school diploma/GED required. College degree or a minimum of three (3) years in customer service is preferred. 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). Language skills other than English are beneficial. Compensation & Benefits The hourly pay range for this role is $23.00 per hour. This position may be eligible for a performance‑based bonus plan. Benefits Package: Health benefits, 401(k) retirement savings program with company match, PTO, and more. Equal Opportunity Employer Statement Idex is an Equal Opportunity Employer. Idex gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. #J-18808-Ljbffr