Customer Service Rep II

Reports To:

Supervisor/Manager/Sr. Manager of Customer Service

Pay: $32/hour

About Binks

Binks, a pioneer in material application technologies, designs and delivers industry‑leading systems that move, meter, mix, spray, and dispense a wide range of coatings and adhesives. With a legacy of innovation and a commitment to quality, Binks serves industries including automotive, industrial manufacturing, and refinishing. Our Shoreview, MN location is a hub for engineering excellence and customer‑focused solutions.

Job Summary

As a Customer Service Representative II, you will serve as a key liaison between Binks and our mid‑level customer accounts. This role requires a proactive, solutions‑oriented mindset and the ability to lead customer service initiatives with minimal supervision. You will manage more complex customer interactions, contribute to strategic service improvements, and support data‑driven decision‑making by analyzing customer trends and feedback. Your leadership and insight will directly impact customer satisfaction and operational excellence.

Key Responsibilities

• Manage and nurture mid‑level customer accounts, ensuring high levels of satisfaction and retention.
• Lead or co‑lead customer service initiatives and process improvement projects across departments.
• Respond to and resolve escalated customer inquiries via phone, email, and online platforms within established KPIs.
• Analyze customer service trends and provide actionable insights to leadership for continuous improvement.
• Collaborate with production, logistics, and technical teams to ensure seamless order fulfillment and issue resolution.
• Provide advanced product, pricing, and availability information to customers.
• Maintain and update customer records, ensuring data accuracy and integrity.
• Mentor and support junior customer service representatives as needed.
• Assist in the development and refinement of customer service procedures and documentation.
• Utilize ERP, CRM, and analytics tools to track performance and identify service gaps.

Qualifications

• Associate or bachelor’s degree preferred, or equivalent experience in customer service or manufacturing support.
• 3–5 years of experience in a customer‑facing role, preferably in a manufacturing or industrial environment.
• Demonstrated ability to manage customer accounts and lead service initiatives independently.
• Strong analytical skills with experience using data to drive decisions.
• Proficiency with ERP, CRM, and Customer Service systems (e.g., Epicor, Navision, Dynamics, Freshdesk).
• Excellent communication, interpersonal, and organizational skills.
• Ability to thrive in a fast‑paced, evolving environment with shifting priorities.

Preferred Qualifications

• Experience in coatings, adhesives, or industrial automation industries.
• Familiarity with ISO 9001 or other quality management systems.
• Experience with data analytics tools (e.g., Excel, Power BI, Tableau).