Customer Service Representative

IMI plcWe are a global specialist engineering company that creates breakthrough solutions. We are curious and like to solve problems, partnering with our customers to solve the demands of today and prepare for the challenges of tomorrow. We embrace innovation and care about outcomes that are good for business, everyday life and making a better world - creating lasting impact for everyone.We design, build and service highly engineered products in fluid and motion control applications. We focus on five market sectors: Industrial Automation, Process Automation, Climate Control, Life Science and Fluid Control, and Transport.Our partnership approach breaks through problems and reduces complexity. We don't invent in isolation - we collaborate with our customers. We listen closely and we think differently, creating space for diverse minds to innovate. We are working together to make businesses safer, more sustainable and more productive.Role Overview: The Customer Service Representative will be responsible for providing exceptional customer service to distributors on various post-sales activities. The successful candidate will possess a strong understanding of customer service principles, excellent communication skills, and a keen attention to detail. Proficiency in Salesforce and JDE systems is required, as they will be responsible for closing cases in a timely manner and utilizing the JDE system for specific tasLocation: University Park, ILWork Schedule: hybrid schedule, with Mondays and Fridays working from home and Tuesdays, Wednesdays, and Thursdays being mandatory in-office days at our site in University Park, IL.Salary Range: $25-$27hr Key Responsibilities: Provide Excellent Customer Service {The primary accountability of a customer service representative is to ensure customer satisfaction}Handle Customer Inquiries and Resolutions {Customer service representatives are responsible for managing incoming calls, emails, or chats from customers}Maintain Product Knowledge {Keeping up to date with the company's products, services, and any updates or changes is crucial for delivering excellent customer service}Document and Track Customer Interactions, utilizing Salesforce {helps in tracking customer issues, identifying patterns, and providing a personalized experience during subsequent interactions}Collaborate with Other Departments {Building effective cross-functional relationships and collaborating with other teams are essential for resolving complex customer issues and ensuring a seamless customer experience}Continuously Improve Service Quality {constantly seek opportunities to improve their skills, knowledge, and performance}Handle Difficult Situations {possess strong interpersonal skills, remain calm under pressure, and follow established protocols to de-escalate situations, find solutions, and ensure customer satisfaction}Meet Performance Targets {response time, call resolution rate, or customer satisfaction scores}General Responsibilites:Manage all customer inquiries, and making sure they are handled promptly and efficiently. Work closely with distributors to address credit, debit, return, open order report, status update, invoice, and cancellation requests. Provide exceptional customer service by responding to inquiries via phone, email, or chat in a professional and helpful manner. Utilize Salesforce to track and manage customer interactions, ensuring accurate and up-to-date records. Close customer service cases in a timely manner, following established guidelines and protocols. Collaborate with internal teams, such as sales and logistics, to resolve any customer-related issues or concerns. Monitor and maintain accurate inventory information in the JDEEBS systems, ensuring data integrity. Assist in the identification of process improvements and contribute to ongoing customer service initiatives. Stay updated on product knowledge, company policies, and industry trends to provide accurate and relevant Critical Competencies for Success2-3 years proven experience in a similar customer service role, preferably in a high-volume environment. Strong knowledge of Salesforce and proficiency in JD EdwardsExcellent verbal and written communication skills, with the ability to effectively communicate with customers and internal stakeholders. Exceptional problem-solving skills and the ability to handle customer issues calmly and professionally. Detail-oriented and organized, with the ability to manage multiple tasks and prioritize effectively. Strong interpersonal skills and the ability to build positive relationships with customers and colleagues. Ability to work independently and as part of a team, demonstrating a strong work ethic and a customer-centric mindset. Demonstrate critical thinking and decision-making abilities. Understanding of manufacturing processes and capabilities. Integrity and Trust Action Oriented Positive and supportive attitude and mindset What IMI Can Offer YouAt IMI, one of our top priorities is to create an inclusive culture of health. We strive to remove barriers to care (whether that be physical or financial) and in doing so, we offer choice for all your health and wellbeing needs. See below for a general overview of our amazing perks and benefits:Multiple health plans to choose from: HMO, PPO, and High Deductible Health Plans with a low-cost shareBest-in-class 401K plan with zero vesting and up to 6% contribution matching14-week maternity leave at full pay following one year of service (Adoption benefits are equivalent)4-week paternity leave at full pay following one year of service (Adoption benefits are equivalent)Employee Resource Groups that offer community and support, like our Pride Network and Network of Women groups PTO, encompassing inclusive holidays Career Development opportunities (IMI's 'Catalyst' Program)Employer contribution for Health Savings Account, and in many cases free virtual telemedicine, and teletherapy.Mental Health and wellness programs to support you and your familyFull suite of voluntary benefits to tap into, including but not limited to: Critical illness insurance, hospital indemnity, legal insurance, identity theft protection, and pet insurance or home & auto insurance through our discount advantage platformShort & long-term disability as well as basic life insurance at 2x your basic salary at no cost to the employeeFree financial advisors, webinars, and classes through Charles SchwabAnnual Employee Stock Purchase Plan with option to purchase IMI shares at a reduced employee only price - no opportunity to lose, only to profit or refund your investment 100%**Benefits plans change year over year, but we have guiding principles in place to ensure our employees have the tools and resources available to stay connected and up to date**Health & SafetyThe physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position. Reasonable accommodations may be made for individuals with disabilities. Please contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role. Health, Safety, and Environmental Duties - At IMI we are all personally committed to protecting our people, minimizing our impact to the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviors or unsafe acts.Code of EthicsIMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way: Our Code of Responsible Business.Changes to This Job DescriptionIMI may amend this job description in whole or part at any time.IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.#LI-CL1

Created: 2025-02-21