Customer Service Specialist

Join GAST Manufacturing

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.

GAST Manufacturing is a business unit of IDEX Corporation, a 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.

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. Demonstrates a high standard of cross functional collaboration to gather accurate information for customer requests.

Enjoys working hard in an action-oriented environment.

Essential Duties:

• Manage new order requests, quote requests, expedite requests, change orders requests, RMA requests, accounting issues, and other inquiries as needed from OTR (Order to Remittance).
• Accurately and efficiently enter purchase orders in the JDE system, which requires attention to critical customer requirements and details.
• Responds professionally and courteously to escalated customer service concerns to reach a practical solution, which may entail coordinating with and working through other departments throughout the organization.
• Achieve standard metrics assigned to the department; complete responsibilities through a process-driven environment, meet deadlines and uphold accountability.
• Ability to handle a fast-paced environment while maintaining high customer obsession, even under pressure.
• Ability to build relationships and maintain a positive attitude with customers, team members 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 processes with appropriate decision-making for internal and external customers and think outside the box.
• Collaborate cross-functionally to improve and streamline processes.
• Possess the 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.

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.
• Demonstrates proficiency in operating MS Office software, MRP (JD Edwards), and CRM (MS Dynamics).

Physical/Mental/Environmental Requirements:

• Demonstrates strong attention to detail and documentation.
• Effective, independent problem-solving skills.
• Excellent interpersonal skills with the ability to lead when needed.
• Excellent phone and email "etiquette" in a professional, efficient, customer-forward 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.
• Capable of working remotely and in person as environment changes.

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…