Customer Service Representative

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

The Customer Experience Representative is our customers' first point of contact, responsible for providing exceptional customer service to our clients, ensuring their satisfaction and loyalty. This position represents the company and will act as the main point of contact for any customer inquiries or concerns and will work closely with other departments to resolve issues and provide timely solutions.

ESSENTIAL FUNCTIONS

Position requirements include, but are not limited to

• 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

• Ability to share work among a customer service team

• Keep accurate records of customer interactions, transactions, comments, and complaints in our CRM system.

• Cross collaboration with technical support to provide the most accurate and best product options for the customers’ needs

COMPETENCIES

• Demonstratesstrong multitasking, time-management, and organizational skills

• Exhibitsexcellent verbal and written communication abilities

• Possessesa superior level of soft skills

• Able to handlehigh work volumes in a fast-paced environment

• Displaysstrong and creative problem-solving abilities

• Handlescustomers with professionalism and empathy

• Maintainsattention to detail and accuracy in managing customer information and order details

• Quickly learnsnew software and processes with skill and adaptability

EDUCATION AND EXPERIENCE

• High School diploma with experience in Customer Service or equivalent roles

• Customer Care experience in a manufacturing environment a plus

• Proficient in using customer service software, CRM systems, and Microsoft Office Suite

LANGUAGE SKILLS

• Bilingual preferred but not mandatory

COMPUTER SKILLS

• Proficient with Outlook, Word, and Excel

• Knowledge of JD Edwards a plus

PHYSICAL REQUIREMENTS

• Ability to remain in a stationary position (e.g., sitting or standing) for extended periods.

• Onsite presence required Monday through Friday during standard business hours

The hourly pay range for this role is $19.00–$20.00.

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

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.

Attention Applicants:  If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at [email protected] for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.