Inside Sales and Customer Support Specialist

Inside Sales And Customer Support 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.

Summary Of Job Responsibilities

The Inside Sales and Customer Support Specialist is responsible for supporting existing revenue base in the Latin America region by providing day-to-day quoting, issue resolution and support of other customer service support withing the department. This hybrid role will carry functions of the Customer Service Representative II as well as the Inside sales duties outline for the Latin America region. This position involves maintaining accurate records and is responsible for promoting a culture of customer satisfaction. Fluency in both Spanish and English language is a requirement for this role.

Reporting To

Customer Service Manager

Duties And Responsibilities: Inside Sales

• Respond to day-to-day inquiries (standard product quoting, order status & tracking).
• Enter and update customer information in the company CRM database.
• Process order changes and expedited orders following standard procedures.
• Identify and support new business opportunities and accounts in designated territory.
• Monitor customer performance and identify opportunities to increase revenue.
• Recommend special order pricing and profit margin determinations.
• Recommend products to customers, based on customers' needs and interests.
• Participate in outbound prospecting calls to support growth initiatives.

Customer Service

• Manage incoming customer contact (email, phone).
• Manage designated and assigned customer accounts.
• Ensure customer pricing is accurate prior to confirming an order with the customer.
• Partner with the sales team to provide quotes to customers.
• Collaborate with other departments when necessary to ensure a premium customer experience.
• Accurately input customer orders into ERP system, JDE.
• Utilize customer portals as necessary and with support.
• Assist in coordinating shipping logistics.
• Keep customers informed with delivery dates and other necessary communication updates.
• Respond to customer questions and concerns.
• Ensure an efficient and personalized customer experience for all customers.
• Track customer complaints in CRM system/Dynamics.
• Research customer complaints and create adjustments when required.
• Process customer returns.
• Initiate tool repair processes.
• Create non-lot-controlled product Certificates of Compliances.
• Foster a continuous improvement mindset.
• Perform month-end processes and reports.
• Perform other related duties as assigned.

Knowledge, Skills, And Required Abilities

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Fluency in both Spanish and English language.
• Excellent interpersonal skills, professional, positive, and courteous manner.
• Strong written and verbal communication skills.
• Demonstrated ability to convey ideas and solutions to others.
• Effective time management and decision-making ability.
• Ability to adapt to different customer personalities and changing situations.
• Strong active listening skills.
• Ability to understand and show compassion towards the customers.
• Demonstrated ability to identify issues and find effective solutions.
• Strong attention to detail.
• Demonstrated knowledge of Microsoft Office products (Outlook, Word, Excel, etc.)

Education And Experience

High School Diploma or GED, required. 1+ year experience in an inside sales, customer service, or a similar client-facing role, required.

Key Competencies

• Safety and Security: The individual actively promotes and personally observes all safety procedures. The individual complies with Environmental, Safety, and Hazardous Communications requirements.
• Operational Excellence: The individual is dedicated to providing organizational systems for measuring work. The individual seeks to reduce variances in organizational processes.
• Interpersonal Skills: The individual remains open to other ideas and exhibits a willingness to try new things.
• Relationships with Others: The individual works effectively with others, including superiors and colleagues. The employee exhibits a professional manner in dealing with others and works to maintain constructive working relationships.
• Problem Solving: The individual participates in the continuous improvement process by attending meetings and presenting problems and possible solutions to the appropriate personnel.
• Communication and Contact: The individual communicates effectively both verbally and written with superiors, colleagues, and individuals inside and outside the Company.
• Planning/Organizing: The individual prioritizes and plans work activities, uses time efficiently, and develops realistic action plans.
• Quality Control: The individual demonstrates accuracy, thoroughness, and monitors their own work to ensure quality. The individual delivers the highest quality products that meet the requirements of internal and external customers.
• Adaptability: The individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays, or unexpected events.
• Dependability: The individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance. The individual completes all duties as assigned, trains as required, and rotates into other departments as required.

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?

Total Rewards

The compensation range for this position is $45,600.00 - $68,400.00, depending on experience. This position may be eligible for performance based bonus plan.

Benefits Package

Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page.

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 lfcareers@idexcorp.com 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.