Customer Service Representative I

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 OF JOB RESPONSIBILITIES: 

The Customer Service Representative acts as the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring a positive customer experience.  This position handles customer complaints, processes orders, and provides detailed information about BAND-IT products.  This position involves maintaining accurate records and is responsible for promoting a culture of customer satisfaction. 

REPORTING TO: Customer Service Manager

DUTIES AND RESPONSIBILITIES:

• Manage incoming customer contact (email, phone).
• Ensure customer pricing is accurate prior to confirming an order with the customer.
• Accurately input customer orders into ERP system, JDE.
• Assist in coordinating shipping logistics.
• Keep customers informed with delivery dates and other necessary communication updates.
• Respond to customer questions and concerns.
• Ensure an efficient and personalized customer experience for all customers.
• Track customer complaints in CRM system/Dynamics.
• Research customer complaints and create adjustments when required.
• Process customer returns.
• Foster a continuous improvement mindset.

• Adhere to all company Environmental, Health and Safety (EHS) regulations, policies, and procedures.
• Actively model IDEX values: Team, Trust, and Excellence.
• Perform other related duties as assigned.

KNOWLEDGE, SKILLS, AND REQUIRED ABILITIES:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent interpersonal skills, professional, positive, and courteous manner.
• Strong written and verbal communication skills.
• Demonstrated ability to convey ideas and solutions to others.
• Effective time management and decision-making ability.
• Ability to adapt to different customer personalities and changing situations.
• Strong active listening skills.
• Ability to understand and show compassion towards the customers.
• Demonstrated ability to identify issues and find effective solutions.
• Strong attention to detail.
• Demonstrated knowledge of Microsoft Office products (Outlook, Word, Excel, etc.)

EDUCATION AND EXPERIENCE:

• High School Diploma or GED.
• 1 year of customer service experience, preferred.

KEY COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

• Safety and Security: The individual actively promotes and personally observes all safety procedures. The individual complies with Environmental, Safety, and Hazardous Communications requirements.
• Operational Excellence:  The individual is dedicated to providing organizational systems for measuring work. The individual seeks to reduce variances in organizational processes.
• Interpersonal Skills:  The individual remains open to other ideas and exhibits a willingness to try new things.
• Relationships with Others: The individual works effectively with others, including superiors and colleagues. The employee exhibits a professional manner in dealing with others and works to maintain constructive working relationships.
• Problem Solving:  The individual participates in the continuous improvement process by attending meetings and presenting problems and possible solutions to the appropriate personnel.
• Communication and Contact: The individual communicates effectively both verbally and written with superiors, colleagues, and individuals inside and outside the Company.
• Planning/Organizing: The individual prioritizes and plans work activities, uses time efficiently, and develops realistic action plans.
• Quality Control:  The individual demonstra