Customer Service Representative

Location:
Ivyland, PA

About Us:

Imagine a company with technology leadership of over 160 years, yet it operates with the energy of a startup. Ingersoll Rand has dedicated itself to Making Life Better for its employees, customers, shareholders, and planets. We produce innovative and mission-critical flow creation and life science technologies - from compressors to precision handling of liquids, gasses, and powers - to increase industrial productivity, efficiency, and sustainability. Supported by over 80+ brands, our products are used in various end-markets including life sciences, food and beverage, clean energy, industrial manufacturing, infrastructure, and more. Across the globe, we're driving growth with an entrepreneurial spirit and ownership mindset. Learn more at irco.com and join us to own your future.

Job Summary:




We are currently seeking an organized and friendly individual to join our YZ Customer Service team. The Customer Service Representative will be responsible for processing orders, assisting customers, supporting the sales team, and working with other teams such as production, planning, and application engineering within a manufacturing environment. A Customer Service Representative works with a team to coordinate the order flow across departments while adhering to safety and quality standards. The ideal candidate will be able to maintain a positive work environment, promote a culture of teamwork and productivity while adhering to safety and quality standards.

Responsibilities:

Process Orders:

• Process and manage daily product order entry and business transactions
  
  
• Process customer orders and monitor the progress
  
  
• Work with demand management to keep customers updated on delivery dates
  
  
• Prioritize orders to accommodate expedites and urgency
  
  
• Review each order prior to entering for accuracy and compliance (i.e. Sarbanes Oxley Act)
  
  

Customer Support:

• Provide customer support including pricing, availability, and product details
  
  
• Fulfill customer requests and follow up providing new updates
  
  
• Process claims and product returns
  
  
• Manage cancellation requests with customer/supplier
  
  
• Handle customer complaints and come up with a resolution
  
  

Communication:

• Coordinate information between the sales team and the customer
  
  
• Establish good customer relationships with internal and external customers
  
  
• Manage customer experience by sharing updated detailed communication regarding delivery dates, order status and any issues that arise
  
  
• Coordinate with production management to improve delivery dates
  
  
• Assist finance in investigating customer disputes
  
  
• Maintain open and effective communication with team members, supply chain and operations
  
  
• Contribute to interdepartmental meetings to discuss processes and opportunities for improvement
  
  

Documentation:

• Complete tracking logs, order issues, and other required paperwork accurately
  
  
• Keep track of delivery dates for customers/suppliers, and updates
  
  
• Document any issues, defects, or deviations from standard procedures
  
  
• Update the standard work procedures for position
  
  

Training and Development:

• Participate in training programs to improve customer service skills and product knowledge
  
  
• Attend monthly EHS trainings
  
  
• Follow all policies and procedures (i.e. report on time and ready to work - Start/Lunch/Breaks)
  
  

Quality Control:

• Adhere to quality standards and follow established procedures and ISO requirements
  
  
• Participate in production and quality discussions
  
  

Safety Compliance:

• Follow all safety guidelines, including wearing appropriate personal protective equipment (PPE)
  
  
• Report any safety hazards or incidents to supervisors promptly
  
  

Cleanliness and Organization:

• Maintain a clean and organized work area
  
  
• Follow 5S principles (Sort, Set in order, Shine, Standardize, Sustain)
  
  

Qualifications:

• High School Diploma or General Equivalent Diploma (GED), required
  
  
  
  
• 1+ years' experience in customer service or order entry roles, preferred
  
  
• Order Entry System and Data Entry Skills, required
  
  
• Demonstrated skills such as active listening, communication, strategic thinking, problem solving, and time management
  
  
• Proficient computer skills (i.e. log on credentials (SSO), JD Edwards, and Microsoft Outlook, Word, and Excel)
  
  

Travel & Work Arrangements/Requirements:

• Fully site based
  
  
• Climate controlled manufacturing plant
  
  
• Protective eyewear and footwear required
  
  

Key Competencies:

• Communication
  
  
• Efficiency
  
  
• Productivity
  
  
• Accuracy
  
  
• Teamwork
  
  
• Integrity
  
  
• Problem Solving
  
  
• Detail Oriented
  
  
• Results Driven
  
  
• Conflict Resolution
  
  
• Documentation