Customer Service Representative

Full-time - Entry Level

Remote - University Park, IL

Professional, Scientific, and Technical Services

About the position

The Customer Service Representative at IMI plc is responsible for delivering exceptional customer service to distributors, managing post-sales activities, and ensuring customer satisfaction. This role requires strong communication skills, attention to detail, and proficiency in Salesforce and JDE systems to effectively handle customer inquiries and resolve issues in a timely manner. The position operates on a hybrid schedule, with specific in-office days required.

Responsibilities

• Provide excellent customer service to ensure customer satisfaction.
• Handle customer inquiries and resolutions via phone, email, or chat.
• Maintain up-to-date product knowledge to deliver excellent service.
• Document and track customer interactions using Salesforce.
• Collaborate with other departments to resolve complex customer issues.
• Continuously seek opportunities to improve service quality.
• Handle difficult situations calmly and professionally.
• Meet performance targets such as response time and customer satisfaction scores.
• Manage all customer inquiries promptly and efficiently.
• Work closely with distributors on various requests including credit, debit, and order status updates.
• Utilize Salesforce to track and manage customer interactions accurately.
• Close customer service cases in a timely manner following established guidelines.
• Monitor and maintain accurate inventory information in JDE/EBS systems.

Requirements

• 2-3 years of proven experience in a similar customer service role, preferably in a high-volume environment.
• Strong knowledge of Salesforce and proficiency in JD Edwards.
• Excellent verbal and written communication skills.
• Exceptional problem-solving skills and ability to handle customer issues calmly.
• Detail-oriented and organized with the ability to manage multiple tasks.
• Strong interpersonal skills to build positive relationships with customers and colleagues.
• Ability to work independently and as part of a team.
• Demonstrate critical thinking and decision-making abilities.
• Understanding of manufacturing processes and capabilities.

Nice-to-haves

• Integrity and trustworthiness.
• Action-oriented mindset.
• Positive and supportive attitude.

Benefits

• Multiple health plans to choose from: HMO, PPO, and High Deductible Health Plans.
• Best-in-class 401K plan with zero vesting and up to 6% contribution matching.
• 14-week maternity leave at full pay after one year of service.
• 4-week paternity leave at full pay after one year of service.
• Employee Resource Groups for community and support.
• PTO encompassing inclusive holidays.
• Career Development opportunities through IMI's ‘Catalyst' Program.
• Employer contribution for Health Savings Account and free virtual telemedicine.
• Mental health and wellness programs for employees and families.
• Full suite of voluntary benefits including critical illness insurance and pet insurance.
• Short & long-term disability and basic life insurance at no cost to the employee.
• Free financial advisors and classes through Charles Schwab.
• Annual Employee Stock Purchase Plan with reduced employee-only price.