Customer Solutions Specialist

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.

SUMMARY OF PRIMARY FUNCTION

The Customer Solution Specialist is a critical role at Fluid Management that builds strong working relationships with key customer accounts, Account Executives, Accounting, Pricing, Technical Support, Operations, and Production. This role requires a high level of customer focus, product knowledge, problem-solving, and ownership to ensure accurate and timely order processing.

The Customer Solution Specialist works proactively to facilitate smooth handoffs between departments, investigate and resolve order-related issues, and ensure customer requirements are met through clear communication and attention to detail. The primary goal of this position is to demonstrate customer obsession by providing clear, complete, accurate, and timely support to both internal and external customers while contributing to departmental performance, continuous improvement, and overall customer satisfaction.

SPECIFIC RESPONSIBILITIES

• Partner with Account Executives, Service Partners, and Independent Representatives/Distributors in North and Latin America to process purchase orders (equipment and spare parts) in JDE. Manage assigned inboxes, customer inquiries, and order requests while ensuring timely and accurate order processing. Review and validate customer requirements, supporting documentation, pricing approvals, customer master requirements, and order details prior to processing. Support Order-to-Cash activities including export documentation, credits/rebills, RMAs, and related transactions.
• Proactively communicate with customers, Account Executives, and internal stakeholders regarding order status, delivery updates, quality concerns, and order-related issues. Provide timely, accurate, and professional responses to customer inquiries and order changes through phone and email while ensuring clear communication and follow-through.
• Create, update, maintain, and reactivate Customer Masters as required. Ensure customer information, pricing requirements, supporting documentation, and appropriate credit approvals are obtained and maintained to support accurate order processing.
• Demonstrate strong organizational, time management, and prioritization skills while managing multiple customer requests, orders, and deadlines in a fast-paced environment. Achieve departmental metrics and performance expectations while operating in a process-driven environment and demonstrating accountability for quality, timeliness, accuracy, and customer satisfaction.
• Validate pricing and supporting documentation to ensure compliance with company policies and procedures. Ensure pricing exception requirements, approvals, and related documentation are obtained and applied appropriately. Obtain freight quotes and coordinate freight activities as needed.
• Identify process improvement opportunities and actively participate in achieving departmental goals, service level commitments, quality metrics, and continuous improvement initiatives.
• Proactively share knowledge within the team, document processes, and support cross-training initiatives to ensure business continuity and team success.
• Respond professionally and courteously to escalated customer concerns by utilizing strong problem-solving and investigative skills to identify effective solutions while coordinating with cross-functional teams as needed.
• Develop and maintain a working knowledge of Fluid Management products, systems, and business processes.
• Maintain order tracking tools, shared spreadsheets, and department logs to provide visibility into machine orders, spare parts orders, installations, backlog, and customer communications across departments.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required to successfully manage multiple priorities, solve problems, communicate effectively, and deliver a high level of customer support in a fast-paced, process-driven environment.

EXPERIENCE/EDUCATION/SKILLS/ABILITIES

• High School diploma or equivalent & Associates Degree required.
• 2+ years Customer Service experience required
• Exceptional interpersonal and telephone skills
• Excellent communication skills including active listening
• Great written and verbal skills
• Experience in a high call volume position (20+ calls expected)
• Proficient computer skills with the ability to learn new software.
  • Microsoft Office Applications (Word & Excel)
  • Strong knowledge of Oracle / JD Edwards or a comparable ordering system or system comparable
• Work in a team environment
• Maintains a high ethical standard in customer satisfaction
• Positive “can do” attitude
• Must have solid time management and exemplary organizational skills
• Display outstanding self-initiative requiring minimal supervision
• Cross functional department interactions such as Sales, Accounting, and Operations

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times

DISCLAIMER: Major responsibilities include the principal functions of the job. The job description shall not be construed as a complete listing of all miscellaneous, incidental or other duties that may be assigned during normal operations Requirements are subject to possible modification to reasonably accommodate qualified individuals with disabilities. This document does not create an employment contract, implied or

otherwise, other than an “at will” employment relationship. This statement affirms the continuing IDEX Corporation Policy on non- discrimination in employment and treatment during employment with regard to race, color, religion, sex, age, disability, national origin, ancestry, marital status, parental status, veteran’s status, or any other non-job related characteristic or criteria protected by law.

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 Human Resources Team at [email protected].

Fluid Management., a unit of IDEX Corporation is an Equal Opportunity Employer committed to workforce diversity.

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

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 [email protected] 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.