IDEX Customer Service Role 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 at https://www.idexcorp.com/our-businesses/business-segments/ around the globe, chances are, we have something special for you.
SUMMARY OF JOB RESPONSIBILITIES :
The Customer Service Representative II communicates with customers and members of BAND-IT’s commercial teams in order to provide the highest level of customer service excellence to all BAND-IT customers. The Customer Service Representative II will respond in a timely manner to a wide range of inquiries, including the selection of products, identification of future requirements, pricing questions, and routine information concerning product availability, delivery, pricing, sales orders, RGAs, and credit memos. Reviews, inputs, and processes purchase orders received by email, telephone, fax, and EDI. Has experience with electronic order submission, acknowledgements, ASNs, and online invoicing, as well as a general knowledge of export processes and shipment filing.
REPORTING TO : Customer Service Manager
DUTIES AND RESPONSIBILITIES:
Efficiently and accurately inputs customer orders into the BAND-IT order entry system and advises customer immediately if product cannot be shipped as requested. Performs detailed review of purchase orders to capture special requests listed by the customer.
Enters orders and electronic transactions using third party EDI and customer portals.
Uses knowledge of BAND-IT product to assist customers with the selection of product.
Responds to customer requests (phone or email) in professional, courteous, and positive manner, and supplies customers with general information concerning BAND-IT products, lead times, pricing, expected ship date, and shipment tracking.
Administrates BAND-IT policy as related to product returns, assigns Returned Goods Authorization (RGA) number, and communicates instructions to customers.
Researches and issues credit memos to customers based on pricing discrepancies, returned product, debit memos, or other reasons verified by the CSR’s investigation.
Initiates the Customer Complaint process by receiving & logging the complaint and reporting the findings to the customer and/or Sales Representative as appropriate.
Provides instructions to Shipping department regarding packaging and shipment of product as customer specifies.
Initiates and completes necessary export paperwork as required by U.S. customs.
Performs 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.
Actively seeks to build knowledge of BAND-IT products and their applications.
Provide recommendations and participate in ongoing training as required.
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
Excellent communication skills
Excellent teamwork skills
Minimum 50 WPM keyboard skills with excellent accuracy under moderate time pressure.
General export knowledge
Analytical capability to discern business issues and assist BAND-IT’s leadership in decisions that may affect customer relationships and BAND-IT’s profitability
Experience using EDI or with third-party EDI transactions (preferred)
Ability to write routine reports and professional correspondence
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.
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.