Customer Care 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 OF JOB RESPONSIBILITIES:

Delivers exceptional service for our customers by communicating product and service information, resolving product and service issues and managing quotes and order requests to make it easier for customer to do business with us.

REPORTS TO (Title): Supervisor – Customer Care (Akron Brass)

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manages end-to-end customer order processing from purchase order receipt to product shipment
• Handles inbound phone calls, chats and customer support email requests
• Professionally resolves internal and external customer issues promptly and thoroughly
• Provides answers to general technical product questions
• Supports the sales team with pricing and general product assistance
• Coordinates product returns and repairs
• 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.

KNOWLEDGE, SKILLS AND REQUIRED ABILITIES:

• Manages moderate inbound calls and order volume with high service availability
• Maintains high order accuracy
• Maintains high customer satisfaction scores
• Quickly learns general technical product details
• Understand pricing levels and unique customer preferences
• Supports new product launches
• Participates and provides expertise as a member of the customer service team.  The team’s objectives are to develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service team as a whole.

EDUCATION AND EXPERIENCE:

• Energetic and customer-focused
• Excellent interpersonal, verbal and written skills
• Pleasant, patient and friendly attitude
• Creative problem solver
• Versatile and able to multi-task
• Strong work ethic
• Team collaboration and dependability
• Requires high degree of accuracy
• High School Diploma with experience in customer service or equivalent roles
• Proficient with Outlook, Word and Excel

WORK ENVIRONMENT:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Intimate call center environment
• Position reports to a customer service manager and has no direct reports
• Position has direct impact on Company’s profitability (Operating Profit and On-Time Delivery)

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.