IMI Precision Engineering LIT Customer Service Representative II in Littleton, Colorado

Overview

IMI Precision Engineering is a world leader in motion and fluid control technologies. Wherever precision, speed and engineering reliability are essential, we deliver exceptional solutions which improve the productivity and efficiency of our customers’ equipment.

Part of IMI plc, we have a sales and service network in 75 countries, as well as manufacturing capability in the USA, Germany, China, UK, Switzerland, Czech Republic, Mexico and Brazil. We support this with our global centers of technical excellence, and facilities for CFD design and R&D testing.

Reports To: Supervisor, Customer Service

Location: Littleton, CO

The Customer Service Representative II represents the mid-level customer service position and is responsible for acting as a primary contact for customers requesting information, placing orders, or for help or information about the status of their order. This function is responsible for providing customers accurate and timely responses by coordinating with shipping, manufacturing, and planning personnel for the on time delivery of product.

Responsibilities

  • Primary duty is phone coverage with focus of managing daily tasks meeting “call wait time” metrics and “first call pick” targets.

  • Establishes and maintains a professional working relationship with both external and internal customers. A calm courteous, knowledgeable, yet authoritative demeanor is essential to promoting positive relationships. **Responsible for effective and timely responses to inquiries via email and phone communication and the maintenance of account information (contact details and courier/routing details).

  • Manage and administer to the customer as to pricing, discounts, and shipping dates (order status) as specified within normal marketing parameters; responsible for 100% accuracy in regards to edits (revisions to) and or cancellation of existing orders.

  • Responsible for researching various customer issues: lost shipments; over/under shipment; proof of delivery; creation and follow up of credits if warranted; customer returns (RMA). Be required to work directly with Key Account Managers in regards to the same.

  • Responsible for the preparing and participating in higher-level conference calls or activities relating to key customer satisfaction.

  • Tracks late shipments and customer expedites by coordinating with internal departments and supplying detailed information for ‘manager approval’ Identify and participate in process improvement initiatives

  • Able to communicate effectively and on a “technical level” in regards to manufactured parts and customer requirements.

  • Other duties as assigned.

Qualifications

Education and Experience

  • Bachelor's degree from four-year College or University (2-3 years of work experience will be considered)or

  • High School Degree and (3 - 4) years of customer facing experience.

Computers and Technology

  • Proficient with MS Office Suite (Word, Excel, PowerPoint & Outlook)

The IMI Code of Conduct

All employees are expected to represent the values and maintain the standards contained in The IMI Code of Conduct. The IMI Code of Conduct can be found at

IMI Precision Engineering is an Equal Opportunity Employer, Gender/Minority/Veterans/Disabled.

Job ID 2018-31642

# of Openings 3

Job Locations US-CO-Littleton

Category Customer Service/Support

Platform IMI Precision Engineering