What are the responsibilities and job description for the Customer Solutions Specialist (On-Site) position at IDEX Corporation?
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 () around the globe, chances are, we have something special for you.
Fluid Management, Inc. is one of the local businesses at IDEX. At Fluid Management, Inc., we are the leading global manufacturer of precision dispensing equipment for the architectural paint and coatings industry. We have a manufacturing facility in Wheeling, IL.
SUMMARY OF PRIMARY FUNCTION
The Customer Solution Specialist is a critical role at Fluid Management that creates a relationship with our key customer accounts, Account Executives, Accounting, Technical Support, and Production. They provide an enhanced level of product knowledge and work proactively, leading to smooth transitions between departments. The main goal of this position is to demonstrate customer obsession by providing clear, complete, accurate, and prompt interactions both internally and externally within the business.
RESPONSIBILITIES
Partner with Account Executives, Service Partners and Independent Representatives / Distributors in North and South America to efficiently enter purchase orders (Equipment & spare parts) in JDE system, which require attention to critical customer requirements and details within our goal of 24 hours. Ensure all orders are aligned with availability and lead time information. Additional transactional / order entry responsibilities include but are not limited to processing of Export documentation, Credits / Rebills, RMA’s, etc.
Proactively communicate to key accounts about delivery and quality issues. Respond to customer order changes immediately and provide prompt responses to all customer inquiries through phone and email
Create customer masters, as required by account and pricing. Ensure appropriate levels of credit are obtained by customer
Create and maintain JDE order templates
Ensure pricing accuracy and policy exception process is followed. Obtain freight quotes and freight coordination as needed
Participate in the ECN process
Maintain shared spreadsheets for machine orders, installations, and other communications that provide across Fluid Management departments
Proactively share knowledge within the team, document processes and follow up. Manage deadlines that ensure compliance with all export policies. Work with team to conduct an annual internal export risk assessment audit and coordinates remediation
Process returns and issues credits within 48 hours. Process invoices, credits, and rebills and assist in Accounts Receivables activities
Maintain internal department knowledge base for accounts and instructions
Identify, recommend, and participate in improving Order to Cash process
Teamwork within the department to support the overall success of Fluid Management and customer satisfaction, communication and cross training
Partner with Operations to ensure strong communication with regard to potential issues from a supply chain or customer perspective
Achieve standard metrics assigned to the department; complete responsibilities through a process driven environment, meet deadlines and uphold self / team accountability
Develop basic technical understanding related to FMs products
Respond 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 across the organization
QUALIFICATIONS
High School diploma required or equivalent
4 years Customer Service experience required (manufacturing experience preferred)
Excellent communication skills via telephone and email / written
Experience in a high call volume position (40 calls expected)
Proficient computer skills with the ability to learn new software
Microsoft Office Applications (Word & Excel)
Strong knowledge of Oracle / JD Edwards or a comparable ordering system or system comparable
Work in a team environment
Maintains a high ethical standard in customer satisfaction
Positive “can do” attitude
Must have solid time management and exemplary organizational skills
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Cross functional department interactions such as Sales, Accounting, and Operations
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?
Total Rewards
The compensation range for this position is $41,400.00 - $62,200.00, depending on experience. This position may be eligible for performance based bonus plan.
Benefits Package
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 :
Salary : $41,400 - $62,200
