Job description
IMI plc
IMI plc is 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.
Comprising of three specialist divisions : IMI Precision Engineering , IMI Critical Engineering , and IMI Hydronic Engineering, each is focused on collaborating with our customers to develop innovative solutions that solve their challenges and push the boundaries in our industry. 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 its 150-year heritage.
Role Overview
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.
Work Location: This role will be in Auburn, WA
Key Responsibilities
- 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 shipping dates (order status) as specified within normal marketing parameters; responsible for 100% accuracy in regards to entry, 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
- Identify and drive process improvement initiatives with effort focused on the “documenting” or “updating” of department processes and procedures.
- Responsible for cross training on various tasks
- Other duties as assigned
Critical Competencies for Success
Education and Experience
- Associates Degree in business administration or finance required (2-5 years of work experience in business administration will be considered)
- 2-5 years of customer facing experience and 2-5 years of experience with an ERP (Enterprise Resource Planning) system. Manufacturing experience preferred.
- Proficient with MS Office (Word, Excel, PowerPoint & Outlook)
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 with a low-cost share- Best-in-class 401K plan with zero vesting and up to 6% contribution matching.
- Mental Health and wellness programs to support you and your family.
- 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.
**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 behaviours 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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