Sr. Customer Service Representative
IDEX Corporation 9 reviews - Rochester, NY

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Title: Sr. Customer Service Representative
Business Unit: Melles Griot
Location: USA-NY-Rochester

Description: Under minimal supervision, this position assumes responsibility for all customer service functions within the Sales Organization. Reporting to this position will be all customer service personnel. Responsible for directing and administering policy and procedure changes and improvements for new and existing processes which include all Sales and Service related functions, Customer Relationship Management System, JDE Business Operating System, Export Compliance and ISO procedures.
Job Requirements:
  • Provides direct leadership in focusing on sales and service process management and pursuit of ever increasing performance.
  • Creates and executes successful action plans to achieve assigned business objectives
  • Responsible for the support of Latin America/Asia Pacific sales groups. Makes product recommendations, provides technical support, and resolves customer quality issues and complaints and all other customer service related issues.
  • Devises, implements and changes procedures and processes in the sales and service areas essential to the growth and profitability of the company.
  • Support Regional Business Teams to better service the Company's customers.
  • Responsible for management and the approval of special pricing requests according to Company policy. In conjunction with Marketing, supports and helps coordinate standard distributor pricing.
  • Assist Marketing & leaderships in the development of Strategic Marketing Plans to create awareness and subsequently pursue identified market segments and customers.
  • Responsible for supporting and management of sales forecast
  • Responsible for owning order entry process and related metrics.
  • Process owner responsible for directing and coordinating activities to resolve customer complaints.
  • Responsible for Overseeing Export Compliance Processes in the Vancouver facility. Will act as primary contact for Export Compliance with IDEX corporate and external sites.
  • Responsible for maintaining Sales and Service related ISO procedures.
  • Responsible for directing and coordinating changes in JDE related to sales and service functions.
  • Supports Goal Deployment initiatives and Key Performance Indicators related to Sales.
  • Supervises the investigation of all cancellations, product returns for credit, for proper charges by approving all credits issued by Sales
  • Establishes, maintains and tracks to ensure compliance to departmental procedures, processes and policies.
  • Maintain awareness of competitor activity within the assigned territory and offer countermeasures to protect and grow our business.
  • Trains sales and service personnel in changes and improvements to existing processes. Trains new hires on all sales related processes, procedures, business operating system and Customer Relationship Management system.
  • Evaluate warranty and repair processing and adjustments.
  • Responsible for continuous upgrading of electronic tools to improve efficiency within the department.
  • Six sigma green belt or black belt certification and demonstrated leadership in Kaizen/Lean activities are desirable.
  • Maintains regular and reliable attendance.

Qualifications: Job Requirements:

Minimum Associate's degree and 8 years customer service experience in a manufacturing environment. MRP experience required. This job position requires compliance with ITAR regulations. Therefore, all employees working in this capacity must meet citizenship status. Per the CVI Melles Griot Export Controls Policy and Procedure, the employee must be a U.S. Citizen or a U.S. Permanent Resident.

IDEX Corporation is an Equal Opportunity Employer committed to workforce diversity.

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About this company
9 reviews
The big idea at IDEX is to dispense with inefficiencies and pump up profits. The company, operating through four segments, is a major...