Inside Sales and Customer Support 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 OF JOB RESPONSIBILITIES: 

The Inside Sales and Customer Support Specialist is responsible for supporting existing revenue base in the Latin America region by providing day-to-day quoting, issue resolution and support of other customer service support withing the department.  This hybrid role will carry functions of the Customer Service Representative II as well as the Inside sales duties outline for the Latin America region.  This position involves maintaining accurate records and is responsible for promoting a culture of customer satisfaction.  Fluency in both Spanish and English language is a requirement for this role.

REPORTING TO: Customer Service Manager

DUTIES AND RESPONSIBILITIES:  Inside Sales

• Inside Sales
  • Respond to day-to-day inquiries (standard product quoting, order status & tracking).
  • Enter and update customer information in the company CRM database.
  • Process order changes and expedited orders following standard procedures.
  • Identify and support new business opportunities and accounts in designated territory.
  • Monitor customer performance and identify opportunities to increase revenue.
  • Recommend special order pricing and profit margin determinations.
  • Recommend products to customers, based on customers' needs and interests.
  • Participate in outbound prospecting calls to support growth initiatives.
• Customer Service
• Manage incoming customer contact (email, phone).
• Manage designated and assigned customer accounts.
• Ensure customer pricing is accurate prior to confirming an order with the customer.
• Partner with the sales team to provide quotes to customers.
• Collaborate with other departments when necessary to ensure a premium customer experience.
• Accurately input customer orders into ERP system, JDE.
• Utilize customer portals as necessary and with support.
• 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.
• Initiate tool repair processes.
• Create non-lot-controlled product Certificates of Compliances.
• Foster a continuous improvement mindset.
• Perform month-end processes and reports.

• 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.

• Fluency in both Spanish and English language.
• 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, required.
• 1 + year experience in an inside sales, customer service, or a similar client-facing role, required.

KEY COMPETENCIES:

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

• Safety and Security: The i