Customer Service Rep II
Binks
Customer Service Representative II
Binks, a pioneer in material application technologies, designs and delivers industry-leading systems that move, meter, mix, spray, and dispense a wide range of coatings and adhesives. With a legacy of innovation and a commitment to quality, Binks serves industries including automotive, industrial manufacturing, and refinishing. Our Shoreview, MN location is a hub for engineering excellence and customer-focused solutions.
As a Customer Service Representative II, you will serve as a key liaison between Binks and our mid-level customer accounts. This role requires a proactive, solutions-oriented mindset and the ability to lead customer service initiatives with minimal supervision. You will manage more complex customer interactions, contribute to strategic service improvements, and support data-driven decision-making by analyzing customer trends and feedback. Your leadership and insight will directly impact customer satisfaction and operational excellence.
Key Responsibilities
- Manage and nurture mid-level customer accounts, ensuring high levels of satisfaction and retention.
- Lead or co-lead customer service initiatives and process improvement projects across departments.
- Respond to and resolve escalated customer inquiries via phone, email, and online platforms within established KPIs.
- Analyze customer service trends and provide actionable insights to leadership for continuous improvement.
- Collaborate with production, logistics, and technical teams to ensure seamless order fulfillment and issue resolution.
- Provide advanced product, pricing, and availability information to customers.
- Maintain and update customer records, ensuring data accuracy and integrity.
- Mentor and support junior customer service representatives as needed.
- Assist in the development and refinement of customer service procedures and documentation.
- Utilize ERP, CRM, and analytics tools to track performance and identify service gaps.
Qualifications
- Associate or bachelor's degree preferred, or equivalent experience in customer service or manufacturing support.
- 35 years of experience in a customer-facing role, preferably in a manufacturing or industrial environment.
- Demonstrated ability to manage customer accounts and lead service initiatives independently.
- Strong analytical skills with experience using data to drive decisions.
- Proficiency with ERP, CRM, and Customer Service systems (e.g., Epicor, Navision, Dynamics, Freshdesk).
- Excellent communication, interpersonal, and organizational skills.
- Ability to thrive in a fast-paced, evolving environment with shifting priorities.
Preferred Qualifications
- Experience in coatings, adhesives, or industrial automation industries.
- Familiarity with ISO 9001 or other quality management systems.
- Experience with data analytics tools (e.g., Excel, Power BI, Tableau).
Vacancy posted 1 day ago
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