Position Customer Service Representative

Reports to Sales Manager, Analytical Instruments

Division IMI Precision Engineering

Location
Palmer, MA

(Preferred)

Date 8/4/2022

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.

W e employ approximately 10,000 people in over 50 c ountries around the world, find out more about IMI plc and our divisions here:

Role Overview

The Customer Experience Representative is part of a dynamic customer focused team that works closely with cross-functional groups to build strong relationships and ensure that every aspect of the customer’s needs is taken care of. Expectations include providing valuable insights and information based on customer conversations, participating in production meetings, driving continuous improvement, and participating in customer engagements to further strengthen the relationship in support of the sales strategy for focus accounts. You are the voice of the customer. You play a critical role in the success of the team that brings the customer needs to the sales, supply chain and operations functions to ensure exceptional customer service is provided.

Work Location: This role will be in Palmer, MA

Key Responsibilities

• Own the customer experience by providing high quality phone and email communication with professionalism to customers and stakeholders while demonstrating tenacity and proactivity to exceed customer expectations.
• Daily responsibilities include: o Orders: receive, contract review, enter, process changes, expedite, provide status, and tracking.

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o Return Authorizing: transact, provide status, and closure of the return by following the return procedures and authorizations. o Credits: research, initiate, and follow the policy/authority of limits for approving or denying customer credit requests. o Provide pricing and delivery.

• Gain knowledge and business acumen of the products and processes.
• Take initiative to seek answers and raise concerns, work quickly, effectively, and professionally, even under stress.
• Work as a team to meet department identified Key Performance Indicator targets.
• Participate and/or lead process improvement projects.
• Provides service and support to the sales team and assist as needed.
• Reviews and handles customer inquiries complaints in a timely manner.

Critical Competencies for Success

Education and Experience

• Bachelor's degree from four-year College or University OR High School Degree and (3 - 4) years of customer facing experience
• Must have positive attitude with a passion for solving customer problems and be a team player with the ability to facilitate communication internally and externally
• Strong computer skills and demonstrated proficiency in Microsoft Office
• Ability to develop and manage multiple priorities simultaneously
• Translate strategic direction into daily activities and execution
• Ability to work effectively as an individual contributor with minimal supervision
• Excellent written & verbal communication skills

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.

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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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Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Palmer, MA 01069: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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