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    Customer Service - Edmond, United States - IDEX

    IDEX
    IDEX Edmond, United States

    2 weeks ago

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    Description

    Customer Service & Support Specialist Oklahoma City , Oklahoma If youre looking for a special place to build or grow your career, youve found it. Whether youre 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 ) around the globe, chances are, we have something special for you.

    **BROAD FUNCTION**

    Developmental opportunity for a high-energy, customer-focused inside sales & applications support professional to join Advanced Flow Solutions and learn about our world class products and processes. Engaged in the daily activities of Commercial Operations, including Inside Sales, Technical Service, Customer Complaint Management and Tradeshow Support. Responsible for achieving departmental KPI goals, ensuring complete customer satisfaction, and modeling A behaviors.

    **REPORTING RELATIONSHIPS**

    Reports to the Customer Support Manager who reports to the Vice President, Commercial Operations

    **ESSENTIAL RESPONSIBILITIES/TASKS**

    Perform inside sales support for customers by providing product and application knowledge, quotations, and order entry, while ensuring compliance with trade regulations.

    Order processing duties including but not limited to: order entry, order amendments, order status notification, and order expediting.

    Daily interaction with customers via email, phone, and/or in-person, working to resolve their issues or concerns as quickly as possible to provide an exceptional customer experience.

    Take ownership of customer issues, document customer complaints and follow problems through to resolution while ensuring root cause analysis provides appropriate sustainable countermeasure(s).

    Work cross-functionally with Application Engineering, Outside Sales, and Manufacturing Operations to serve customers.

    Periodically review the departmental library of all technical product literature and keep abreast of any product changes.

    Ability to travel to key tradeshows and for customer support on-site, as defined during the year, to develop relationships with key accounts and build applications experience.

    Participate in special projects, including new product development support, as assigned.

    Follow all IDEX and Advanced Flow Solutions corporate policies, procedures and instructions.

    Any other tasks or duties as assigned by the Manager.

    **ACCOUNTABILITY**

    Complete satisfaction of customer needs. Adherence to customer focused philosophy. Use of Net Promoter Score (NPS) to determine customer satisfaction and resolve open items daily.

    Ensure departmental goals are achieved, including call center metrics and response times.

    Responsible for upholding the highest ethical standards in the conduct of their employment with the company and to personally abide by the IDEX Standards of Conduct and Business Ethics Policy.

    **EDUCATION LEVEL, SPECIALIZED KNOWLEDGE, TRAINING, LICENSES AND/OR CERTIFICATIONS REQUIRED FOR THIS POSITION**

    High School Diploma or GED required.

    2-year Associates degree (or equivalent work experience) preferred.

    2+ years experience in a manufacturing or technical customer support environment.

    **SKILLS AND/OR PHYSICAL REQUIREMENTS OF POSITION**

    Customer focused with excellent interpersonal and communication skills.

    Action oriented and self-motivated. Problem solver.

    Detail minded and organized with a drive for results.

    Computer literate/proficient. Microsoft Office Suite experience strongly preferred.

    Technical background including troubleshooting skills.

    Position may require up to 5-10% travel: customer visits, tradeshows, remote training.

    Ability to work overtime on short notice as required in order to meet customer needs.

    **PAST EXPERIENCE REQUIRED TO PERFORM TASKS (STRONGLY PREFERRED)**

    One to two years prior experience as a customer service representative or technician prefer industry related.

    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).

    **Business Unit:** Advanced Flow Solutions (Corken)

    **Job Segment:** FMT Fluid & Metering Technologies

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