Customer Service Representative

Customer Service Representative

At IMI, we’re not just creating solutions; we’re building careers. So, unlock your potential: do work that matters, grow with us, and be part of a team shaping tomorrow.

Here, you can make a real difference – solving complex engineering challenges that make industries smarter, safer and more sustainable. From the energy that powers homes to the systems that keep the world moving, you’ll help create solutions the world depends on. But it’s not just about the work – it’s about how you grow. We encourage curiosity, make learning part of everyday life, and give you real opportunities to build new skills and move your career forward. We believe in nurturing your wellbeing, too, with strong benefits and flexible policies that help you succeed. At IMI, you’ll find a supportive, collaborative and inclusive environment where you can truly thrive.

The Customer Service Representative will work closely with cross-functional groups to resolve customer questions, gain customer insight of IMI Norgren products, and create a positive experience with our customers.

Work Environment: Machesney Park, IL Hybrid Mon & Fri WFH Tues-Thurs In Office.

Key Responsibilities:

• Ensure customer satisfaction through prompt assistance by answering incoming customer calls and emails, providing accurate information regarding orders, price quotations, delivery, expedites and all other inquiries.
• Acquire detailed knowledge and business acumen of the products and processes.
• Handle any situation with diplomacy, compassion, and courteousness.
• Take initiative to seek answers and raise concerns, work quickly, effectively and professionally, even under stress.
• Provide high quality communication and professionalism to customers and other stakeholders while demonstrating tenacity and proactivity to meet customer expectations.
• Record details of customer contacts and actions taken.
• Responsible for customer service duties including assisting in new customer account set up process, change in account process, generating and distributing open status reports for key accounts, and new part number set up process.
• Responsible for thorough contract review which includes receiving, reviewing, entering, and changing customer orders with accuracy.
• Responsible for issuing return authorization, providing status on returns, issuing credits, and closure of the return by following the return procedure and authority limits.
• Maintain accurate departmental records pertaining to customer orders, inquiries, pricing, and all communications.
• Responsible for researching, initiating, and following the policy for approving or denying customer credit requests.
• Responsible for working as a team to meet department identified Key Performance Indicator targets.
• Responsible for participating or leading process improvement projects.
• Ad hoc duties as assigned.

Critical Competencies for Success:

• Bachelor's degree from four-year College or University (2-3 years of work experience will be considered) OR High School Degree and (3 - 4) years of customer facing experience
• Proficient with MS Office Suite (Word, Excel, PowerPoint & Outlook)
• Ability to handle customer interaction through various channels of communication
• Ability to communicate professionally via phone and email correspondence
• Exceptionable follow through and ability to prioritize

Pay range: $26-$29/hr

Within this range, individual pay is determined based on skills, experience, and qualifications relative to the job requirements. Base pay information is aligned with market location and may be subject to prevailing wage laws, if applicable.

What IMI Can Offer You

At IMI, one of our top priorities is to create an inclusive culture of health. We strive to remove barriers to care (whether that be physical or financial) and in doing so, we offer choice for all your health and wellbeing needs.

See below for a general overview of our amazing perks and benefits:

• Multiple health plans to choose from: HMO, PPO, and High Deductible Health Plans with a low-cost share
• Best-in-class 401K plan with zero vesting and up to 6% contribution matching
• 14-week maternity leave at full pay (Adoption benefits are equivalent)
• 4-week paternity leave at full pay (Adoption benefits are equivalent)
• Employee Resource Groups that offer community and support, like our Pride Network and Network of Women groups
• PTO, encompassing inclusive holidays
• Career Development opportunities (IMI’s ‘Catalyst’ Program)
• Employer contribution for Health Savings Account, and in many cases free virtual telemedicine, and teletherapy.
• Mental Health and wellness programs to support you and your family
• Full suite of voluntary benefits to tap into, including but not limited to: Critical illness insurance, hospital indemnity, legal insurance, identity theft protection, and pet insurance or home & auto insurance through our discount advantage platform
• Short & long-term disability as well as basic life insurance at 2x your basic salary at no cost to the employee
• Free financial advisors, webinars, and classes through Charles Schwab
• Annual Employee Stock Purchase Plan with option to purchase IMI shares at a reduced employee only price - no opportunity to lose, only to profit or refund your investment 100%

**Benefits plans change year over year, but we have guiding principles in place to ensure our employees have the tools and resources available to stay connected and up to date**

Health & Safety

The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position. Reasonable accommodations may be made for individuals with disabilities. Please contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role.

Health, Safety, and Environmental Duties – At IMI we are all personally committed to protecting our people, minimizing our impact to the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviors or unsafe acts.

Code of Ethics

IMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way: Our Code of Responsible Business.

Changes to This Job Description

IMI may amend this job description in whole or part at any time.

By submitting your application, you consent to the processing of your personal data in line with IMI’s policies. For information about how IMI processes candidates’ data, please see the Candidate Privacy Notice at available in multiple local languages.

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.