Customer Experience Specialist

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.

With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.

PRIMARY FUNCTION:

The Customer Experience Specialist plays a critical role in supporting customers throughout the lifecycle of pump products and services. This role ensures a seamless experience by managing inquiries, resolving basic technical and order-related issues, and collaborating with internal teams to deliver timely and accurate solutions. This role will contribute to exceptional service to our customers/distributors by providing support in lead management, price quotes, part and pump inquiries, order placement, reporting, tracking of shipments, as well as providing customer support after the order has been attained.  The ideal candidate will have a strong understanding of industrial equipment, particularly pumps, and a passion for delivering exceptional service.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Serve as the first point of contact for customers regarding product inquiries, order status, technical support, and service requests.
• Provide knowledgeable support on pump specifications, applications, and compatibility based on customer needs.
• Coordinate with sales, operations, engineering, technical services, quality, compliance, and logistics teams to ensure accurate and timely order fulfillment.
• Assist in resolving customer issues related to product performance, and service scheduling.
• Maintain detailed records of customer interactions in CRM systems, and utilize CRM systems to complete activities such as responding to phone and digital inquiries, review special discounts, lead conversions and ensure follow-up actions are completed.
• Assist in preparing quotes, processing orders, resolving problems surrounding order entry process, and managing returns or replacements.
• Monitor customer satisfaction and escalate recurring issues or feedback to relevant departments for continuous improvement.
• Support the sales team with customer insights and assist in pre- and post-sales activities.
• Providing customer with product information when current or obsolete information is provided by customer including, but not limited to, model number, serial number, order information.  Utilize ERP, CRM, product portals, website, public files and kit lookup tools for most accurate information.
• Participate in training programs to stay updated on product knowledge and service techniques.
• Participate in KPI reporting, cross-training, 5S and other duties as assigned.

EDUCATION AND/OR EXPERIENCE REQUIREMENTS:

• High School diploma or equivalent; Associates or additional education preferred.
• Minimum three years’ experience in a customer-facing and/or training role preferred.
• Two plus years’ experience with an ERP system; JD Edwards operating system preferred.
• Proficiency in CRM software and customer support tools; Microsoft Dynamics preferred.
• Proficiency in Microsoft Office software (Excel experience preferred).

OTHER SPECIAL REQUIREMENTS

• Ability to multitask and manage time effectively.
• Strong communication (written and verbal), interpersonal, and problem-solving skills.
• Strong change management skills.
• Empathy, patience, and a customer-first mindset.
• Familiarity with pump systems, fluid handling equipment, or mechanical components is highly desirable.
• Technical aptitude and willingness to learn about pump products and applications.

WORK ENVIRONMENT REQUIREMENTS:

• Office and Virtual workplace
• Ability to move within office and manufacturing complex.
• Regularly required to talk or hear; use hands to finger, handle, or feel; and sit for extended periods of time  
• Occasionally required to stand; walk and reach with hands and arms

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 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 [email protected] 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.