Customer Service Representative

IMI plc
IMI plc is a sector focused organisation at the forefront of delivering motion and fluid control technologies that create a more sustainable world, improving the quality of life for our customers and communities and ultimately delivering our purpose of Breakthrough Engineering for a Better World.

The Automation platform leverages deep automation technology and applications expertise to improve productivity, safety and sustainability for our customers, Industrial Automation operates across many important industry sectors and is a world leader in supporting customers with motion and fluid control technology.

Our one big team work fairly and effectively but most importantly together to ensure we maintain the foundations that have enabled IMI’s success through over 150 years of heritage.

Role Overview: 

The Customer Service Representative will be responsible for providing exceptional customer service to distributors on various post-sales activities. The successful candidate will possess a strong understanding of customer service principles, excellent communication skills, and a keen attention to detail.  Salesforce, JDE and EBS systems will be utilized in this role, and this person will be responsible for closing cases in a timely manner and utilizing the systems for specific tasks.

Location: University Park, IL

Work Schedule: hybrid schedule

Key Responsibilities: 

• Provide Excellent Customer Service {The primary accountability of a customer service representative is to ensure customer satisfaction}
• Handle Customer Inquiries and Resolutions {Customer service representatives are responsible for managing incoming calls, emails, or chats from customers}
• Maintain Product Knowledge {Keeping up to date with the company's products, services, and any updates or changes is crucial for delivering excellent customer service}
• Document and Track Customer Interactions, utilizing Salesforce {helps in tracking customer issues, identifying patterns, and providing a personalized experience during subsequent interactions}
• Collaborate with Other Departments {Building effective cross-functional relationships and collaborating with other teams are essential for resolving complex customer issues and ensuring a seamless customer experience}
• Continuously Improve Service Quality {constantly seek opportunities to improve their skills, knowledge, and performance}
• Handle Difficult Situations {possess strong interpersonal skills, remain calm under pressure, and follow established protocols to de-escalate situations, find solutions, and ensure customer satisfaction}
• Meet Performance Targets {response time, call resolution rate, or customer satisfaction scores}

General Responsibilites:

• Manage all customer inquiries, and making sure they are handled promptly and efficiently.
• Work closely with distributors to address credit, debit, return, open order report, status update, invoice, and cancellation requests.
• Provide exceptional customer service by responding to inquiries via phone, email, or chat in a professional and helpful manner.
• Utilize Salesforce to track and manage customer interactions, ensuring accurate and up-to-date records.
• Close customer service cases in a timely manner, following established guidelines and protocols.
• Collaborate with internal teams, such as sales and logistics, to resolve any customer-related issues or concerns.
• Monitor and maintain accurate inventory information in the JDE/EBS systems, ensuring data integrity.
• Assist in the identification of process improvements and contribute to ongoing customer service initiatives. 
• Stay updated on product knowledge, company policies, and industry trends to provide accurate and relevant 

Critical Competencies for Success

• 2-3 years proven experience in a similar customer service role, preferably in a high-volume environment, preferably not in a scripted call center environment
• Proficiency in Salesforce and general knowledge of ERP systems
• Excellent verbal and written communication skills, with the ability to effectively communicate with customers and internal stakeholders.
• Exceptional problem-solving skills and the ability to handle customer issues calmly and professionally.
• Detail-oriented and organized, with the ability to manage multiple tasks and prioritize effectively.
• Strong interpersonal skills and the ability to build positive relationships with customers and colleagues.
• Ability to work independently and as part of a team, demonstrating a strong work ethic and a customer-centric mindset.
• Demonstrate critical thinking and decision-making abilities. 
• Understanding of manufacturing processes and capabilities.
• Integrity and Trust
• Action Oriented
• Positive and supportive attitude and mindset

What IMI Can Offer You

At IMI, one of our top priorities is to create an inclusive culture of health. We strive to remove barriers to care (whether that be physical or financial) and in doing so, we offer choice for all your health and wellbeing needs. 

See below for a general overview of our amazing perks and benefits:

• Multiple health plans to choose from: HMO, PPO, and High Deductible Health Plans with a low-cost share
• Best-in-class 401K plan with zero vesting and up to 6% contribution matching
• 14-week maternity leave at full pay following one year of service (Adoption benefits are equivalent)
• 4-week paternity leave at full pay following one year of service (Adoption benefits are equivalent)
• Employee Resource Groups that offer community and support, like our Pride Network and Network of Women groups 
• PTO, encompassing inclusive holidays 
• Career Development opportunities (IMI’s ‘Catalyst’ Program)
• Employer contribution for Health Savings Account, and in many cases free virtual telemedicine, and teletherapy.
• Mental Health and wellness programs to support you and your family
• Full suite of voluntary benefits to tap into, including but not limited to: Critical illness insurance, hospital indemnity, legal insurance, identity theft protection, and pet insurance or home & auto insurance through our discount advantage platform
• Short & long-term disability as well as basic life insurance at 2x your basic salary at no cost to the employee
• Free financial advisors, webinars, and classes through Charles Schwab
• Annual Employee Stock Purchase Plan with option to purchase IMI shares at a reduced employee only price - no opportunity to lose, only to profit or refund your investment 100%

**Benefits plans change year over year, but we have guiding principles in place to ensure our employees have the tools and resources available to stay connected and up to date**

Health & Safety

The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position.  Reasonable accommodations may be made for individuals with disabilities.  Please contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role.  

Health, Safety, and Environmental Duties – At IMI we are all personally committed to protecting our people, minimizing our impact to the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviors or unsafe acts.

Code of Ethics

IMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way: Our Code of Responsible Business.

Changes to This Job Description

IMI may amend this job description in whole or part at any time.

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

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