IDEX
Job Title:
Customer Service Specialist
Reporting
: Director of Customer Experience
Mission of the position
: To amaze our customers with our speed, attention to details, and quality.
Company:
Mott is
a technology driven, high precision filtration company
trusted by the world's best technical and performance brands across four core markets:
Medicine, Computing Power, Clean Energy, and Space Exploration
. Our products can be found everywhere...including lifesaving medical devices, artificial intelligence, and missions to Mars!
Key Responsibilities:
Major Challenges:
Deepen customer relationships by maintaining regular contact to understand their business and listen for issues before they become problems.
Perform contract review, customer portal management, and accurate order entry to ensure the plant manufactures what the customer needs at the right time
Identify improvements that would allow us to better serve our customers
Identify root cause of a customer issue and correct it
Act as primary point of contact for Sales and customers by organizing efforts between Quality, Operations, and Shipping to rapidly resolve customer issues
Support sales team by providing catalog and contract pricing for inbound RFQs
Managing multiple orders simultaneously and error free in fast-paced environment.
Prioritize order entry and urgent requests without undo delay in other customer requests.
Rigorously adhere to rules unique to each customer based on transactions from distributors, end users, reps etc.
Resolve Contract discrepancies / disagreements.
Expected Performance Outcomes:
Required Experience:
All sales orders entered by the end of the business day in which they are received
Maintain NPS score >50 for assigned accounts and resolve issues within mutually agreed upon timeline
Find and convert 1 customer/quarter to upgrade their commitment to Mott, such as Blanket orders or other types of long-term agreements
Resolve all customer inquiries related to new orders, existing orders, and pricing within an average of 30 hrs
Provide pricing for catalog/contract product within 24 hours of inquiry
5-7 years customer service experience in a manufacturing company
Bachelor's degree preferred
Contract review experience
Proven experience with plan and forecasting sales preferred
Has experience connecting engineers & management at a customer with internal counterparts
Has led projects that improve the department and relationships with customer
Proven expertise growing accounts
Skills:
Personal Attributes:
ERP, CRM & MS office experience
General awareness of manufacturing & impact to inventory, shipping, vendor management, etc.
Pricing/price list fluency
Familiarity with customer drawings & specifications
Ability to collect & analyze business data
Customer portal management
Driven self-starter
Goal oriented
Pleasant, constructive communication
Strong attention to detail
Tenacious
Excellent cross-functional skills
Organized
Quick learner
Adaptable to changing environments
IDEX is an Equal Opportunity 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.
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.
Customer Service Specialist
Reporting
: Director of Customer Experience
Mission of the position
: To amaze our customers with our speed, attention to details, and quality.
Company:
Mott is
a technology driven, high precision filtration company
trusted by the world's best technical and performance brands across four core markets:
Medicine, Computing Power, Clean Energy, and Space Exploration
. Our products can be found everywhere...including lifesaving medical devices, artificial intelligence, and missions to Mars!
Key Responsibilities:
Major Challenges:
Deepen customer relationships by maintaining regular contact to understand their business and listen for issues before they become problems.
Perform contract review, customer portal management, and accurate order entry to ensure the plant manufactures what the customer needs at the right time
Identify improvements that would allow us to better serve our customers
Identify root cause of a customer issue and correct it
Act as primary point of contact for Sales and customers by organizing efforts between Quality, Operations, and Shipping to rapidly resolve customer issues
Support sales team by providing catalog and contract pricing for inbound RFQs
Managing multiple orders simultaneously and error free in fast-paced environment.
Prioritize order entry and urgent requests without undo delay in other customer requests.
Rigorously adhere to rules unique to each customer based on transactions from distributors, end users, reps etc.
Resolve Contract discrepancies / disagreements.
Expected Performance Outcomes:
Required Experience:
All sales orders entered by the end of the business day in which they are received
Maintain NPS score >50 for assigned accounts and resolve issues within mutually agreed upon timeline
Find and convert 1 customer/quarter to upgrade their commitment to Mott, such as Blanket orders or other types of long-term agreements
Resolve all customer inquiries related to new orders, existing orders, and pricing within an average of 30 hrs
Provide pricing for catalog/contract product within 24 hours of inquiry
5-7 years customer service experience in a manufacturing company
Bachelor's degree preferred
Contract review experience
Proven experience with plan and forecasting sales preferred
Has experience connecting engineers & management at a customer with internal counterparts
Has led projects that improve the department and relationships with customer
Proven expertise growing accounts
Skills:
Personal Attributes:
ERP, CRM & MS office experience
General awareness of manufacturing & impact to inventory, shipping, vendor management, etc.
Pricing/price list fluency
Familiarity with customer drawings & specifications
Ability to collect & analyze business data
Customer portal management
Driven self-starter
Goal oriented
Pleasant, constructive communication
Strong attention to detail
Tenacious
Excellent cross-functional skills
Organized
Quick learner
Adaptable to changing environments
IDEX is an Equal Opportunity 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.
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.