IDEX Customer Service Specialist in Benton Harbor, Michigan
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POSITION TITLE : Customer Service Specialist
REPORTING TO: Customer Service Manager
LOCATION: Benton Harbor, MI
Who is GAST Manufacturing? 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?
As a business unit of IDEX Corporation, GAST Manufacturing has a long history of being the leader in design and manufacturing of quality air-moving products. We specialize in offering cost effective solutions for a wide variety of industries including industrial manufacturing, healthcare, and environmental cleanup applications. We are looking to add more talent to our Benton Harbor, Michigan facility.
Scope of Role: Provide superior service with each customer interaction while professionally handling incoming requests and ensuring that questions and concerns are addressed promptly and thoroughly. Manage to a higher level of service for several key accounts “super 80’s”. Must be able to collaborate with other areas of the business. Someone who enjoys working hard and can adapt to quickly changing priorities, multi-tasking, and identifying problems and propose effective solutions. Needs to be capable of working separately or as part of a team. Takes personal responsibility for “the customer experience” and is an advocate for the customer. Looking for someone who is seeking to use this position as a scalable opportunity to advance into other areas of the business.
Assumes the role of customer “Account Manager” including new order requests, quote requests, expedite requests, change orders request, RMA requests, accounting issues and other inquires as needed from OTR (Order to Remittance)
Proactively communicate to key accounts on delivery and quality issues
Capture the status of open orders for customers with unique situations, such as NBO, pull in requests, quality and delivery issues and communicate cross functionally with operations and the customer.
Act as the voice of the customer in Monthly SIOP meetings and attend SIOP Daily Management meetings and communicate back to the CS team any supply chain or operational issues that may cause order delays to proactively communicate to customer.
Support RSM’s on customer delivery issues; acting as a liaison between the RSM and operations. Highlight past due customer orders with operations and get resolutions to proactively communicate the proper date of delivery to the customers.
Provide customer priority listing to operations for past due orders with capacity or material issues
Accurately reflect and efficiently enter purchase orders in JDE system, which requires attention to critical customer requirements and details
Achieve standard metrics assigned to the department; complete responsibilities through a process driven environment, meet deadlines and uphold accountability
Ability to build relationships and maintain a positive attitude with customers, team members and other internal customers
Ability to work independently or as a member of a cross functional team to complete various projects as directed by the Customer Service Manager
Demonstrate the ability to balance process with appropriate decision making for both internal and external customers; ability to think outside the box
Responds in a professional and courteous manner to escalated customer service concerns to reach an effective solution which may entail coordinating with and working through other departments throughout the organization
Develop basic technical skills relating to the Gast and JUN-AIR product knowledge
Acquire the knowledge of working with customers globally
REQUIRED EDUCATION AND EXPERIENCE:
Bachelor’s Degree in business, operations or sales management required
3-5 years in a professional experience in the Sales, Customer Relations, Customer Service and/or Technical field
Demonstrates proficiency in operating MS Outlook, Word, Excel, OneNote, MRP (JD Edwards), CRM (MS Dynamics) and Teams
OTHER SKILLS and ABILITIES :
Strong attention to detail, dependability, and follow through
Ability to problem solve and think outside the box to find solutions for complex inquiries
Excellent interpersonal skills with the ability to lead when needed
Excellent phone and email “etiquette” in a professional, efficient manner
Able to work within established processes and authority limits
Efficient, effective communication with all levels of business culture, both internal and external
Capable of working remotely and in person as environment changes
Able to manage priorities, follow instructions, respond to management direction, and meet deadlines in a rapidly changing environment.
Strong computer skills (JDE Knowledge, Microsoft Office, Teams, etc.)
High level of confidence, enthusiasm and a positive attitude
Works effectively with internal and external customers to resolve, troubleshoot and communicate unfavorable answers in a constructive and professional manner
Ability to handle a fast-paced environment while maintaining a high level of customer obsession, even under pressure
GAST Manufacturing, a Unit of IDEX Corporation is an Equal Opportunity Employer committed to workforce diversity
The intent of this job description is to provide a representative summary of the essential duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform job-related tasks other than those specifically presented.
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 and Affirmative Action 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 (Minorities/Females/Protected Veterans/Disabled).
Job Family: Sales
Business Unit: Gast
Job Segment: HST Health & Science Technologies