Customer Service Manager

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.

Founded in Denver, Colorado in 1937, BAND-IT is acknowledged as the global market leader in high quality engineered fastening systems for harsh duty applications.

At BAND-IT, a unit of IDEX Corporation, we continuously strive to be the world’s best engineered fastening solutions company by focusing on building a dynamic, highly skilled global team and committing to our strategic priorities including operational excellence for accelerated growth.

This is an incredibly exciting time of ambitious growth for BAND-IT as we continue to build upon our existing invaluable resources with new technologies, competencies, and talent to ensure our sustainable success.

SUMMARY :

The Customer Service Manager oversees the customer service department including all activities, personnel, and processes, including order entry;

order / shipment status; complaint and credit processing; customer information maintenance and all aspects of providing excellent customer service to Band-It’s customers.

The Customer Service Manager is responsible for developing and ensuring compliance with export compliance policies and procedure, working closely with IDEX corporate Trade Compliance team.

Process Owner for key related processes. Consistently exemplify the IDEX Values of Trust, Team, and Excellence.

REPORTING TO : VP Direct Sales and Marketing

DUTIES AND RESPONSIBILITIES :

Manages, directs, and supports Customer Service Representatives. Evaluates performance and all customer service duties in line with company strategies to achieve customer satisfaction.

Directs Customer Service activities and sets team and individual performance goals.

Process owner for the Customer Service department, order management, all Customer Service procedures, inclusive of creating, measuring, and maintaining Key Process Indicators (KPIs) and Performance Dashboards.

Process owner for credits, returns, and communication response times.

Maintains and facilitates cross-functional teams and performance dashboards.

Analyzes data to identify, propose, and implement needed improvements.

Responsible for all month-end closing activities.

Responsible for training Customer Service Representatives in customer relations techniques, order processing procedures, and software systems;

advises team members of new or revised information on products or merchandise such as product capability, pricing, credit, warranties, and / or shipping requirements.

Manages workload in Customer Service Department to provide excellent response to customer orders, questions, and complaints.

Manages process to capture and communicate any Critical to Customer (CTC) factors as they become known; develops and implements strategic plans to address customer requirements.

Measures and communicates key relevant metrics including order processing, complaints, returns, etc. via dashboards and as inputs to other key processes within the company.

Partners with key stakeholders, such as shipping department and quality department to investigate and resolve customer complaints.

Assists factory representatives and distributors by providing product information and solutions to problems.

Assists Marketing in preparing or analyzing reports showing sales volume, price impacts, customer requirements, and areas of proposed improvements.

Consults with sales, technical, shipping to resolve customer issues.

Participates in the continuous improvement process by working with all BAND-IT functions to improve service to customers by identifying problems and championing solutions.

Manages the day-to-day operations of the export compliance process.

Serves as the company’s primary interface with IDEX trade compliance personnel and U.S. Government agencies involved in export regulations.

Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES :

Excellent interpersonal and communication skills, both written and verbal.

Thorough understanding of customer service protocols.

Excellent organizational skills and attention to detail.

Strong analytical and problem-solving skills.

Strong supervisory and leadership skills.

Proficient with Microsoft Office Suite.

Ability to calculate figures and amounts such as discounts, percentages, and volume.

EDUCATION AND EXPERIENCE :

Associate or Bachelor’s degree in Business Administration, Sales, Marketing or related functions.

2+ years of experience as a Customer Service Manager, preferred.

2+ years of supervisory experience, required.

Experience working with a CRM system.

Experience utilizing a large scale ERP system, required. JDEdwards preferred.

ESSENTIAL FUNCTIONS :

The physical, mental / visual, and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical, Mental / Visual Demands :

Requires use of hands and arms at least 90% of the time.

Majority of the time is spent sitting.

Lifting requirements are generally less than 10 lbs. Manual lifting could reach the company maximum of 50 lbs.

Close and peripheral vision and the ability to adjust focus as required to perform the job functions.

WORK ENVIRONMENT :

Climate-controlled office environment.

Noise exposure is moderate.

KEY COMPETENCIES :

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

Safety and security : The individual actively promotes and personally observes all safety procedures. The individual complies with Environmental, Safety, and Hazardous Communications requirements.

Problem solving : The individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully

Interpersonal Skills : The individual maintains confidentiality, remains open to others’ ideas, and exhibits willingness to try new things.

Relationships with Others : The individual works effectively and relates well with others Including superiors, colleagues, and individuals inside and outside the Company.

The employee exhibits a professional manner in dealing with others and works, to maintain constructive working relationships.

Communication and Contact : The individual communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the Company.

Planning / organizing : The individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.

Quality control : The individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.

Adaptability : The individual adapts to changes in the work environment, rotate into other positions as required, manages competing demands, and is able to deal with frequent change, delays, or unexpected events.

Dependability : The individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.

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 $72,100.00 - $108,100.00, 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 :

IDEX is an Equal Opportunity Employer and Affirmative Action 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 (Minorities / Females / Protected Veterans / Disabled).

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.

Job Family : Sales

Business Unit : Band-It