CUSTOMER SERVICE LEAD

IMI plc

We are a global specialist engineering company that creates breakthrough solutions. We are curious and like to solve problems, partnering with our customers to solve the demands of today and prepare for the challenges of tomorrow. We embrace innovation and care about outcomes that are good for business, everyday life and making a better world - creating lasting impact for everyone.

We design, build and service highly engineered products in fluid and motion control applications. We focus on five market sectors : Industrial Automation, Process Automation, Climate Control, Life Science and Fluid Control, and Transport.

Our partnership approach breaks through problems and reduces complexity. We don't invent in isolation - we collaborate with our customers. We listen closely and we think differently, creating space for diverse minds to innovate. We are working together to make businesses safer, more sustainable and more productive.

Role Overview :

The Customer Service Lead is the first point of escalation for both internal and external issues. The Lead will play a primary role in onboarding, training, and skill development of team members. The CS Lead will play a crucial role in auditing customer service cases within Salesforce, coordinating phone and lunch schedules to ensure continuous phone coverage, and collaborating with our order entry team for efficient case assignments.

Work Environment : University Park, IL Hybrid schedule, with Mondays and Fridays working from home and Tuesdays, Wednesdays, and Thursdays being mandatory in-office days at our site in University Park, IL.

Salary Range : $29-$31 / hr

Key Responsibilities :

• Case Escalation {Act as the first source of escalation for both external and internal issues, resolving complex cases and ensuring customer satisfaction}
• Onboarding and Training {Take charge of onboarding and training new hires, designing comprehensive training programs to equip team members with the necessary skills and knowledge}.
• Conduct regular training sessions {keep our team updated on the latest product offerings and skill set enhancements in collaboration with the Customer Service Manager}
• Case Auditing {Audit customer service cases via Salesforce to ensure quality, accuracy, and compliance with established standards and protocols}
• Phone Coverage Management {Set phone schedules and lunch breaks to maintain continuous phone coverage, optimizing team efficiency and responsiveness to customer inquiries}
• Collaboration with Order Entry Team {Work closely with the order entry team to assign Salesforce cases efficiently, streamline processes, and enhance overall customer service operations}
• Continuous Improvement {Collaborate with the Customer Service Manager on continuous improvement projects to enhance service delivery and operational efficiency. Identify opportunities for process optimization, and customer experience enhancement, implementing best practices and driving innovation within the team}
• Provide Excellent Customer Service {The primary accountability of a customer service representative is to ensure customer satisfaction}
• Handle Customer Inquiries and Resolutions {Customer service representatives are responsible for managing incoming calls, emails, or chats from customers}
• Maintain Product Knowledge {Keeping up to date with the company's products, services, and any updates or changes is crucial for delivering excellent customer service}
• Document and Track Customer Interactions, utilizing Salesforce {helps in tracking customer issues, identifying patterns, and providing a personalized experience during subsequent interactions}
• Collaborate with Other Departments {Building effective cross-functional relationships and collaborating with other teams are essential for resolving complex customer issues and ensuring a seamless customer experience}
• Continuously Improve Service Quality {constantly seek opportunities to improve their skills, knowledge, and performance}
• Handle Difficult Situations {possess strong interpersonal skills, remain calm under pressure, and follow established protocols to de-escalate situations, find solutions, and ensure customer satisfaction}
• Meet Performance Targets {response time, call resolution rate, or customer satisfaction scores}
• This role will involve up to 15% travel annually.

Critical Competencies for Success :

What IMI Can Offer You

At IMI, one of our top priorities is to create an inclusive culture of health. We strive to remove barriers to care (whether that be physical or financial) and in doing so, we offer choice for all your health and wellbeing needs.

See below for a general overview of our amazing perks and benefits :

Health & Safety

The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position. Reasonable accommodations may be made for individuals with disabilities. Please contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role.

Health, Safety, and Environmental Duties - At IMI we are all personally committed to protecting our people, minimizing our impact to the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviors or unsafe acts.

Code of Ethics

IMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way : Our Code of Responsible Business.

Changes to This Job Description

IMI may amend this job description in whole or part at any time.

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

LI-CL1

Salary : $29 - $31