Customer Service Specialist

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. ESSENTIAL FUNCTIONS 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. ORGANIZATIONAL RELATIONSHIPS Interfaces extensively with RSD’s, 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 minimum of three (3) years in a 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) a plus. Language skills other than English is beneficial. The hourly pay range for this role is $23.00 TOTAL REWARDS The starting compensation for this position is $23.00 per hour. This position may be eligible for performance based bonus plan. BENEFITS PACKAGE Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: 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. Job Family Sales Business Unit Pulsafeeder EPO #J-18808-Ljbffr