Jul 31, 2020

Customer Service Representative

$20.36 hourly
  • Gast Manufacturing
  • Benton Harbor, MI, USA
Full-Time Customer Service Supply Chain

Job Description

Who is GAST Manufacturing?

As a business unit of IDEX Corporation, GAST Manufacturing has a long history of being the leader in design and manufacturing of quality air-moving products.  We specialize in offering cost effective solutions for a wide variety of industries including industrial manufacturing, healthcare, and environmental cleanup applications.  We are looking to add more talent to our team for our Benton Harbor, Michigan facility.

Scope of Role:  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. **Due to COVID-19, this is a temporarily remote position. Candidates must be able to work from home and return to the building when requested.  This position is posted beginning March 8, 2021.

Essential Duties:

  • 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.

 

Measures of Performance:

  • Obtain an average of 25% of the team workload, shown through metrics
  • Email and phone call response times of 98% for 4 hours and 95% of 2 hours or above
  • Order accuracy targets
  • Meet or exceed annual team and individual goals

 GAST Manufacturing, a Unit of IDEX Corporation is an Equal Opportunity Employer committed to workforce diversity

The intent of this job description is to provide a representative summary of the essential duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform job-related tasks other than those specifically presented.

MAJOR RESPONSIBILITIES INCLUDE THE PRINCIPAL FUNCTIONS OF THE JOB. THE JOB DESCRIPTION SHALL NOT BE CONSTRUED AS A COMPLETE LISTING OF ALL MISCELLANEOUS, INCIDENTAL OR OTHER DUTIES THAT MAY BE ASSIGNED DURING NORMAL OPERATIONS.

IDEX Corporation is an Equal Opportunity Employer committed to workforce diversity

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 [email protected] OR call us at 847-498-7070- Job Opportunities.

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 (NYSE: IEX) is a company that has undoubtedly touched your life in some way. In fact, IDEX businesses make thousands of products that are mission-critical components in everyday activities. Chances are the car you’re driving has a BAND-IT® clamp holding your side airbag safely in place. If you were ever in a car accident, a Hurst Jaws of Life® rescue tool may have saved your life. If you or a family member is battling cancer, your doctor may have tested your DNA in a quest to find the best targeted medicine for you. It’s likely your DNA test was run on equipment that contains components made by our growing IDEX Health & Science team.

Occupations

General-Other: Administrative-Clerical

States

MI

Security Clearance

NO Security Clearance

Job Requirements

Education and Experience Requirements or Equivalencies:

  • 3-5 years in a professional role with a higher level of direct customer interaction
  • Associates degree or higher preferred
  • Customer Service experience in manufacturing desirable
  • Proficiency in operating MS Outlook, Word, Excel, MRP (JD Edwards), CRM (MS Dynamics) and Teams

 

Other Skills and Abilities:

  • 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

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