Customer Care Representative

Job Summary

Delivers exceptional service for our customers by communicating product and service information, resolving product and service issues, and managing quotes and order requests to make it easier for customers to do business with us.

• Manages end-to-end customer order processing from purchase order receipt to product shipment
• Handles inbound phone calls, chats, and customer support email requests
• Professionally resolves internal and external customer issues promptly and thoroughly
• Provides answers to general technical product questions
• Supports the sales team with pricing and general product assistance
• Coordinates product returns and repairs
• Expedites shipments when necessary
• Maintains a balance between company policy and customer benefit in decision making
• Handles issues in the best interest of the customer and the company

• Manages moderate inbound calls and order volume with high service availability
• Maintains high order accuracy
• Maintains high customer satisfaction scores
• Quickly learns general technical product details
• Understands pricing levels and unique customer preferences
• Supports new product launches
• Participates and provides expertise as a member of the customer service team
• Recommends changes to existing methods and systems to increase accuracy, efficiency, and responsiveness of the team

• High School Diploma with experience in customer service or equivalent roles
• Proficient with Outlook, Word, and Excel
• Energetic and customer-focused with excellent interpersonal, verbal, and written skills; pleasant, patient, friendly attitude; creative problem solver; versatile and able to multi‑task; strong work ethic; teamwork and dependability; requires high degree of accuracy

The work environment is an intimate call‑center environment. The position reports to a customer service manager and has no direct reports. It has a direct impact on company profitability (Operating Profit and On‑Time Delivery).

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. 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.