Customer Service Representative - IDEX
Westwood, MA
About the Job
POSITION: Customer Service Representative
DEPARTMENT: Microfluidics Aftermarket Inside Sales
LOCATION: Westwood, MA, USA
_Position Summary_
Customer Service Representatives (CSR’s) are key roles in our Inside Sales teams for Pharma Machines and Aftermarket. These customer-facing roles will correspond with our global customers and channel partners, preparing quotations, processing customer orders, providing status updates on orders, and coordinating warranty claims and material returns. CSR’s work closely with our Technical Sales Coordinators, Operations and Field Service Teams to provide superior service to our customers.
_Key Responsibilities:_
+
Customer Assistance
: Respond to customer inquiries via phone, email, chat, or in-person in a timely and professional manner. +
Problem Resolution
: Address customer concerns, complaints, or issues, and work toward effective solutions. Escalate complex issues to senior staff or management as needed. +
Order Management
: Assist customers with placing, modifying, and tracking orders and returns. +
Feedback Collection
: Gather customer feedback and relay it to relevant departments to improve service quality. +
Team Collaboration
: Work closely with other team members and departments to resolve customer issues and ensure smooth service delivery.
_Skills and Qualifications:_
+
Communication
: Strong verbal and written communication skills. +
Problem-Solving
: Ability to identify issues and find appropriate solutions. +
Technical Skills
: Proficient in using customer service software, CRM and ERP systems, and basic office applications
.
+
Multitasking
: Able to manage multiple tasks or inquiries simultaneously in a fast-paced environment. +
Attention to Detail
: Accuracy in entering data and addressing customer requests. +
Experience
: Previous customer service or call center experience is often preferred but not always required.
_EDUCATION_
_:_
+ Related post-secondary education or equivalent experience is required. + A technical post-secondary or equivalent degree is preferred.
_EXPERIENCE:_
+ 2-4 years of related experience with a proven customer service track record in technical sales environment + Prior experience in a manufacturing environment is desired.
Physical Environment and Environmental Factors:
+ Regularly works in an office setting. + Frequently required to stand, sit, talk, and hear + Must be able to work in front of a computer for a large portion of the day. 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 lfcareers@idexcorp.com 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:
Microfluidics