IMI Precision Engineering Customer Service Representative II in Connecticut, United States
Reports To: Manager of Customer Service
Location: Farmington, CT
The Cutomer Service Representative II acts as the primary contact for NORGREN/IMI Precision Engineering in Farminton,CT customers requesting to place an order or for help or information about their orders.
Who We Are:
IMI Precision Engineering is a world leader in motion and fluid control technologies. Wherever precision, speed and engineering reliability are essential, we deliver exceptional solutions which improve the productivity and efficiency of our customers’ equipment.
Part of IMI plc, we have a sales and service network in 75 countries, as well as manufacturing capability in the USA, Germany, China, UK, Switzerland, Czech Republic, Mexico and Brazil. We support this with our global centers of technical excellence, and facilities for CFD design and R&D testing.
Establishes and maintains a good working relationship with the customer
Primary duty is phone coverage which quite often consumes 90% of the workday
Handle all calls with professionalism and delivers top notch customer service
This position is responsible for receiving, changing and entering customer orders
This position has the responsibility and authority to provide information to the customer as to pricing, discounts, and shipping dates as specified within normal marketing parameters. The incumbent must be able to inform customer of order status, scheduled sip dates/late deliveries, etc.
Ensure correct customer documentation of orders through detailed edits and preparation of orders for entry into the order processing system, including changes and cancellations as well as new orders. Fill out billing adjustment forms and SCNs. Familiar with RMA’s and be able to probe the customer for information about problems
This position deals with a variety of people and personalities ranging from in-house to disgruntled customers. A calm courteous, knowledgeable, yet authoritative demeanor is essential to promoting good relationships.
Must possess excellent verbal and written skills and strong self organizational skills
Work closely with customers and sales personnel providing quotes
Responsible to close out 100% of all customer requests each day and provide firs cal resolution.
All orders received before 4 pm should be entered the same day they are received
Responsible to work with team members to exceed call wait time and first call pick targets
Responsible to trace lost shipments, providing proof of delivery, recording order related activity and providing Norgren planning personnel with pertinent information as it related to customer orders
Other duties as assigned.
Bachelor's degree (B. A.) from four-year college or university; in business administration is preferredor
Associated degree is the minimum qualification (an equivalent combination of education and experience would be considered)
3-5 years of customer facing experience
1-2 years of experience in manufacturing is highly desirable
2-5 years of experience with an MRP system, (MK and or JDE is preferred).
Knowledge of MS Word - word processing software and MS Excel spreadsheet software
The IMI Code of Conduct
All employees are expected to represent the values and maintain the standards contained in The IMI Code of Conduct. The IMI Code of Conduct can be found at
IMI Precision Engineering is an Equal Opportunity Employer, Gender/Minority/Veterans/Disabled.
Job ID 2019-31746
# of Openings 1
Category Customer Service/Support
Platform IMI Precision Engineering