Customer Service Representative

Job summary

The Customer Service Representative is responsible for processing orders, managing warranty claims, and handling material returns to ensure efficient aftermarket support. They must maintain accurate records in ERP/CRM systems while collaborating with cross-functional teams to deliver exceptional service to channel partners and end users.

Job details

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. POSITION: Customer Service Representative DEPARTMENT: Value Stream LOCATION: Waterloo, ON Position Summary Customer Service Representatives (CSRs) are integral to maintaining strong customer relationships and delivering best-in-class customer experience. Supporting our aftermarket business, this role is responsible for providing exceptional service to channel partners, distributors, and end users through efficient order processing, proactive communication, warranty claim coordination, and material return management. Working collaboratively with teams across the organization, CSRs help ensure customer needs are met with accuracy, urgency, and professionalism. Essential Functions Provide professional and responsive customer support to channel partners, distributors, and end users. Process customer orders accurately and efficiently, ensuring timely fulfillment and issue resolution. Communicate order status, order availability, and other key information to customers. Coordinate warranty claims, material returns, and related customer service activities. Maintain accurate customer and transaction records within ERP and CRM systems. Collaborate with cross-functional teams to deliver exceptional customer experience and support business objectives. Knowledge, Skills, and Abilities EDUCATION Related post-secondary education or equivalent experience is required. A technical post-secondary or equivalent degree is preferred. EXPERIENCE 2-4 years of customer service experience, with demonstrated success in delivering exceptional customer support and maintaining positive customer relationships. Proficiency in Microsoft Office applications, particularly Outlook and Excel, is required. Strong working knowledge of ERP and CRM systems, with experience supporting customer service, sales, or operational processes, is required. Previous experience of supporting customers in a technical sales, industrial equipment sales, or manufacturing environment is preferred. Familiarity with purchase order management and procurement processes is preferred. COMPETENCIES Customer-centric mindset with a strong commitment to delivering an exceptional customer experience. Collaborative team player with the ability to build effective working relationships across functions. Demonstrated ability to perform effectively in a fast-paced, deadline-oriented environment while balancing multiple priorities. Exceptional attention to detail, organization, and follow-through. Adaptable and flexible, with the ability to pivot priorities in response to changing business and customer requirements. Strong verbal and written communication skills, with experience providing high-touch, white-glove customer service. Physical Environment and Environmental Factors Regularly works in an office setting. Frequently required to stand, sit, talk, and hear Must be able to work in front of a computer for a large portion of the day. May occasionally lift up to 20lbs 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 $40,100.00 - $60,100.00, 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: https://www.idexcorp.com/careers/our-benefits-and-rewards/ 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. This posting is for an existing vacancy. ‌ Artificial intelligence is not used to screen, assess or select applicants. ‌

What you’ll do

The Customer Service Representative is responsible for processing orders, managing warranty claims, and handling material returns to ensure efficient aftermarket support. They must maintain accurate records in ERP/CRM systems while collaborating with cross-functional teams to deliver exceptional service to channel partners and end users.

Requirements

Candidates must have 2-4 years of customer service experience and proficiency in Microsoft Office, ERP, and CRM systems. A post-secondary education is required, with a preference for technical backgrounds and experience in industrial or manufacturing environments.

Benefits

• Health benefits
• 401(k) retirement savings program
• Company match
• Paid time off

Listed skills

• Customer service · Preferred
• ERP systems · Preferred
• CRM Systems · Preferred
• Microsoft Outlook · Preferred
• Microsoft Excel · Preferred
• Communication · Preferred
• Attention to detail · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Order processing
• Warranty claim coordination
• Material return management
• ERP systems
• CRM systems
• Microsoft Outlook
• Microsoft Excel
• Communication
• Problem resolution
• Technical sales support
• Purchase order management
• Procurement processes
• Attention to detail
• Relationship management
• Industrial Equipment
• Order Management
• Supply Chain
• Professionalism
• Business Objectives
• Ability To Meet Deadlines
• Follow Through
• Artificial Intelligence
• Customer Support
• Customer Relationship Management
• Management
• Customer Service
• Procurement
• Enterprise Resource Planning
• Finance
• Sales
• Marketing
• Microsoft Office
• Operations
• Order Management Systems
• Order Processing
• Purchasing
• Technical Sales
• Coordinating
• Balancing (Ledger/Billing)
• Detail Oriented

Job areas

• Customer Service & Support
• Manufacturing
• Sales
• Logistics
• Customer Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

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