IDEX Customer Experience Lead, Distribution in Rutherford, New Jersey
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.
The role of the Customer Experience Lead, Distribution is to establish and lead a structured process for providing industry best practice for customer support for Airtech’s Distributors (3rd party channel partners). The Customer Experience Lead should be a subject matter expert on the company’s Order-to-Cash process within our Enterprise Resource Management (ERM) system and Customer Relationship Management system (CRM), if applicable. The position will be responsible and accountable to measure and ensure we are accurate and timely with order processing, order acknowledgement, customer responsiveness to inquires, shipment status, customer complaints, Return Material Authorization (RMA) processing, etc. The objective of the role and department is to provide our customers with a great experience and ensure we are easy to do business with.
This role will be highly collaborative with sales, production, logistics, finance, and engineering.
ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Develop subject matter expertise of company’s Order-to-Cash process in the ERP system defined as order entry, sales orders, work orders, pick sheets, shipping, and invoicing
Collaborate with management to develop and implement a Standard Operating Procedure (SOP) for the order entry function, from Order-to-Cash, including training, process improvement, issue escalation and metric reporting
Collaborate with management to develop and implement scripts and standard template for phone and e-mail communication to ensure consistency across department
Collaborate with management to develop and implement service levels for each area of responsibility, including but not limited to, order entry, order acknowledgement, responding to customer inquiries, customer complaints, and customer RMAs
Collaborate with management to develop and implement department metrics, such as, number or orders processed, order entry errors, resolution time on RMAs, etc., are tracked and reported
Lead Distributor support for order entry and order acknowledgement
Lead Distributor support for order status, shipment updates, and issues
Lead Distributor support for inquiries, complaints, RMA processing
Collaborates with production, engineering, and logistics to stay current on Distributor production, shipping status, and order fulfillment status
Collaborates with finance to ensure Distributors are in good standing for credit terms and credit limits
Collaborates with sales to provide Distributors with inside sales support, as necessary
Other duties as necessary
EDUCATION and/or EXPERIENCE
2- or 4-year college degree preferred
5+ years of work experience in customer service/support roles
Highly proficient in MS Office Applications; especially Outlook, Excel, and Word
Highly proficient in ERP and CRM systems (JD Edwards / Oracle experience a plus)
Excellent written and oral communication skills; ability to communicate with empathy and detail
Ability to convey a collaborative and positive attitude, even when interacting with difficult situations/customers
Strong organizational and time management skills, and ability to prioritize
Must have exceptional attention to detail
Self-starter with a strong sense of urgency and follow up skills
Ability to develop structured processes
Ability to navigate and collaborate across functions to problem solve topics for customers
Works effectively in a team environment; both with internal and external stakeholders
Consistently operates at the highest level of integrity and is never willing to compromise with regards to ethical standards
PHYSICAL DEMANDS: The physical demands described here are represented 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.
While performing duties of the job, employee is required to move around and be still; use hands to handle objects, tools, or controls; reach with hands and arms; talk and hear.
Employee will occasionally lift average of 30 lbs.
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
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.
Office working environment with occasional visits to the factory floor.
Required to wear safety glasses and utilize other safety equipment as required while present on the shop floor.
Noise level is minimal with intervals of spikes.
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).
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: Airtech
Job Segment: Airtech