IDEX Customer Service Representative II-2 in Denver, Colorado
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 (https://www.idexcorp.com/our-businesses/business-segments/) around the globe, chances are, we have something special for you.
Position Summary :
First and most importantly, the Customer Service Representative II acts as an advocate for BAND-IT’s customers, doing everything they can to ensure that our customers are delighted by their experience. A successful candidate will be enthusiastic about helping people and eager to respond to copious numbers of inquiries, whether by email or by phone, from both internal and external customers.
A typical day for a Customer Service Representative II might include:
Detailed review and entry of many different formats of Purchase Orders
Answering inquiries and requests for help (“What’s my price?”, “What product should I use?”, “When will my order ship?”, etc.)
Coordinating shipping logistics
Working with Account Managers or Inside Sales to get a quote issued
Processing return requests
Resolving something that went wrong for a customer, and filing a case for the issue
Researching documents or history to help Accounting
This job might be right for you if:
You love to help people. You are calm, empathetic, and genuinely take pleasure in making someone’s day better.
You are a problem-solver. You don’t mind a puzzle or challenge, and you enjoy finding a solution that helps our customers and meets BAND-IT’s internal needs at the same time. You don’t get flustered easily. If you don’t know the answer, you won’t stop until you find it.
You have an eye for details. You know that if something needs to be done right, it needs to be done right the first time, every time. You’re able to stay focused, and things don’t fall through the cracks on your watch.
You are a clear communicator. You write well, speak articulately, and are comfortable communicating to all levels.
You enjoy learning, and you can pick up on new things quickly. When changes happen, you’re able to adapt quickly.
You like being part of a team. You thrive on working with a variety of personalities, and usually find a way to connect to everyone. You are quick to offer help and, just as importantly, are comfortable asking for help when you need it.
Reports To : Customer Service Manager
Duties and Responsibilities:
Perform detailed review of purchase orders to capture special requests listed by the customer. Efficiently and accurately input customer orders into the BAND-IT order entry system and advise customer immediately if product cannot be shipped according to their request.
Enter orders and electronic transactions using third party EDI and customer portals.
Respond to customer requests (phone or email) in a professional, courteous, and positive manner, and provide customers with general information concerning BAND-IT products, lead times, pricing, expected ship date, and shipment tracking.
Research and issue credit memos to customers based on pricing discrepancies, returned product, debit memos, or other reasons verified by the CSS’s investigation.
Administrate BAND-IT policy as related to product returns, assign Returned Goods Authorization (RGA) number, and communicate instructions to customers.
Initiate the Customer Complaint process by receiving & logging the complaint and reporting the findings to the customer and/or Sales Representative as appropriate. Take actions as appropriate and necessary to resolve the problem.
Provide instructions to Shipping department regarding packaging and shipment of product per customer specifications.
Initiate and complete necessary export paperwork as required by U.S. customs regulations.
Perform duties related to the tool repair process.
May prepare reports of business transactions, customer accounts, or other information on an ad hoc basis as requested by management.
Use knowledge of BAND-IT product to assist customers with the selection of product.
Actively seek to build knowledge of BAND-IT products and their applications.
Provide recommendations for process improvements and participate in ongoing training as required.
Participate in month-end closing activities
Perform additional ad hoc 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.
Working knowledge of order management
Proficiency in Microsoft Office products required
Ability to communicate professionally and accurately
Excellent teamwork skills
Minimum 50 WPM keyboard skills with excellent accuracy under moderate time pressure.
General export knowledge
Experience using EDI or with third-party EDI transactions (preferred)
Education and Experience:
High School Diploma with 3-5 years Customer Service and/or call center experience.
Technical College Degree, Associates degree or equivalent coursework in business management or marketing or related studies is preferred.
The physical demands, work environment and mental/visual demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Requires use of hands and arms at least 80% of the time.
Majority of the time is sitting.
Requires talking and listening at least 60% of the time.
Lifting requirements are generally less than 10 lbs. Manual lifting could reach the company maximum of 50 lbs.
Climate-controlled office environment.
Noise exposure is light to moderate.
- Close vision and the ability to adjust focus are necessary to perform the job functions.
To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.
Problem solving: The individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
Interpersonal Skills: The individual maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things.
Quality control: The individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
Relationships with Others: The individual works effectively and relates well with others Including superiors, colleagues, and individuals inside and outside the Company. The employee exhibits a professional manner in dealing with others and works, to maintain constructive working relationships.
Communication and Contact: The individual communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the Company. The individual uses effective communication for interface with customers.
Planning/organizing: The individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
Adaptability: The individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
Dependability: The individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
Safety and security: The individual actively promotes and personally observes safety all safety procedures. The individual complies with Environmental, Safety, and Hazardous Communications requirements.
The estimated compensation for this position is $24.00 - $27.00 per hour
This position may be eligible for a business unit bonus annually
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?
The starting compensation for this position is $0.00 per hour. This position may be eligible for performance based bonus plan.
Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: https://www.idexcorp.com/careers/our-benefit-and-rewards/
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).
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 firstname.lastname@example.org 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.
Job Family: Sales
Business Unit: Band-It