Note: The job is a remote job and is open to candidates in USA. Gast Manufacturing, a unit of IDEX Corporation, provides trusted solutions and career opportunities across diverse business areas. The Customer Service Representative provides exceptional service to customers and distributors by managing orders, quotes, inquiries, complaints, and escalations while coordinating cross-functionally to resolve issues and improve processes.
Responsibilities
- Provide exceptional customer service to a broad range of customers and distributors. Takes personal responsibility for the customer experience by responding to customer calls, emails, inquires, requests and complaints that may require research to reach a solution and deliver superior customer service in a prompt, respectful and professional manner to ensure customer satisfaction. Demonstrate a high standard of cross functional collaboration to gather accurate information for customer requests. Enjoys working hard in an action-oriented environment
- Manage new order requests, quote requests, expedite requests, change orders request, RMA requests, accounting issues and other inquires as needed from OTR (Order to Remittance)
- Accurately and efficiently enter purchase orders in JDE system, which requires attention to critical customer requirements and details
- Responds in a professional and courteous manner to escalated customer service concerns in order to reach an effective solution which may entail coordinating with other Gast departments
- Achieve standard metrics assigned to the department; complete responsibilities through a process driven environment, meet deadlines and uphold accountability
- Handles fast-paced environment while maintaining a high level of customer obsession; even under pressure
- Builds relationships & maintains a positive attitude with customers, teams, and other internal customers
- Strong ability to work independently and in a collaborative team setting to provide cross functional support to the team and throughout the organization
- Demonstrate the ability to balance process with appropriate decision making for both internal and external customers; ability to think outside the box
- Collaborate cross functionally to improve and streamline processes
- Possess ability to embrace change, lead change and maintain a positive attitude
- Continuous Gast and JUN-AIR product knowledge development
- Acquire the knowledge of working with customers globally
- Additional duties as needed
Skills
- Candidates must be able to work from home
- 3-5 years in a professional role with a higher level of direct customer interaction
- Customer Service experience in manufacturing desirable
- Proficiency in operating MS Outlook, Word, Excel, MRP (JD Edwards), CRM (MS Dynamics) and Teams
- Demonstrates strong attention to detail and documentation
- Effective problem-solving skills
- Excellent team skills and ability to work well with others
- Excellent phone and email “etiquette” in a professional, efficient manner
- Able to work within established processes and authority limits
- Efficient, effective communication with all levels of business culture, both internal and external
- Strong computer skills (MRP Knowledge, Microsoft Office, Teams, etc.)
- Very organized in areas of planning and time management; uses time effectively and efficiently
- Works effectively with internal and external customers to resolve, troubleshoot and communicate unfavorable answers in a constructive and professional manner
- Associates degree or higher preferred
Benefits
- Temporarily remote position; candidates must be able to work from home.
Company Overview