IDEX Veterans Jobs

Job Information

IDEX Customer Service Manager in Benton Harbor, Michigan

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 at https://www.idexcorp.com/our-businesses/business-segments/ around the globe, chances are, we have something special for you.

GAST MANUFACTURING (a unit of the IDEX Corporation) is looking for a Customer Service Manager for our Benton Harbor, Michigan location. This individual will develop a professional customer service organization that takes ownership of customer issues and follows through with accurate and timely communication. This person will transform the Gast Customer Service experience in three key ways:

  1. Process & systems improvement to provide better support

  2. Creation of cross-functional metrics to drive change across the enterprise

  3. Team development through effective coaching, mentoring and training

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Lead 4 customer service representatives

  • Manage key/strategic OEM and distributor accounts directly when assigned. Develop standard work to ensure the team can manage these accounts in your absence or, after a period of time, ensure a seamless transition as these accounts are transferred back into the team

  • Establish baseline KPIs and improvement targets for customer satisfaction, order entry errors, phone and email communication

  • Ensure departmental goals and KPIs are aligned with the business strategy

  • Bring innovative systems and/or software into the organization that allows us to be more efficient; reducing non-value add work and overserve our 80s accounts

  • Create a structure for employee growth and promotion within the department

  • Determine team model (specialists vs. generalist, dedicated accounts, task oriented, etc.) and re-assign roles and responsibilities accordingly

  • Establish departmental expectations, create standard work instructions and training documentation to support new hires and develop current team

  • Handle escalation issues that cannot be resolved by CSR or require further investigation. Resolve all major incidents and order issues in timely manner

PHYSICAL/MENTAL/ENVIRONMENTAL REQUIREMENTS

Demonstrated commitment to continuous quality improvement; ability to work with a team; think independently; show initiative; anticipate and prevent problems; excellent analytical and interpersonal skills; ability to operate computers.

EDUCATION AND EXPERIENCE REQUIREMENTS OR EQUIVALENCIES:

Bachelor's degree in a business discipline preferred

3 to 5 Years’ experience in the Sales, Customer Relations, Customer Service and/or Technical field with at least three (3) years in a managerial capacity preferred

Proven track record of leading initiatives/projects to achieve business results

Excellent writing and administrative skills, including computer skills (word processing, graphics, spreadsheet, etc.)

Project management skills

Must be authorized to work in the United States. At this time Gast Manufacturing cannot support sponsorship.

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 (NYSE: IEX) is a company that has undoubtedly touched your life in some way. In fact, IDEX businesses make thousands of products that are mission-critical components in everyday activities. Chances are the car you’re driving has a BAND-IT® clamp holding your side airbag safely in place. If you were ever in a car accident, a Hurst Jaws of Life® rescue tool may have saved your life. If you or a family member is battling cancer, your doctor may have tested your DNA in a quest to find the best targeted medicine for you. It’s likely your DNA test was run on equipment that contains components made by our growing IDEX Health & Science team.

MAJOR RESPONSIBILITIES INCLUDE THE PRINCIPAL FUNCTIONS OF THE JOB. THE JOB DESCRIPTION SHALL NOT BE CONSTRUED AS A COMPLETE LISTING OF ALL MISCELLANEOUS, INCIDENTAL OR OTHER DUTIES THAT MAY BE ASSIGNED DURING NORMAL OPERATIONS.

IDEX Corporation is an Equal Opportunity Employer committed to workforce diversity

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 careers@idexcorp.com OR call us at 847-498-7070- Job Opportunities.

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 (NYSE: IEX) is a company that has undoubtedly touched your life in some way. In fact, IDEX businesses make thousands of products that are mission-critical components in everyday activities. Chances are the car you’re driving has a BAND-IT® clamp holding your side airbag safely in place. If you were ever in a car accident, a Hurst Jaws of Life® rescue tool may have saved your life. If you or a family member is battling cancer, your doctor may have tested your DNA in a quest to find the best targeted medicine for you. It’s likely your DNA test was run on equipment that contains components made by our growing IDEX Health & Science team.

DirectEmployers