Customer Service Representative
Quadro EngineeringIf 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. POSITION: Customer Service Representative DEPARTMENT: Value Stream LOCATION: Waterloo, ON Position Summary Customer Service Representatives (CSRs) are integral to maintaining strong customer relationships and delivering best-in-class customer experience. Supporting our aftermarket business, this role is responsible for providing exceptional service to channel partners, distributors, and end users through efficient order processing, proactive communication, warranty claim coordination, and material return management. Working collaboratively with teams across the organization, CSRs help ensure customer needs are met with accuracy, urgency, and professionalism. Essential Functions Provide professional and responsive customer support to channel partners, distributors, and end users. Process customer orders accurately and efficiently, ensuring timely fulfillment and issue resolution. Communicate order status, order availability, and other key information to customers. Coordinate warranty claims, material returns, and related customer service activities. Maintain accurate customer and transaction records within ERP and CRM systems. Collaborate with cross-functional teams to deliver exceptional customer experience and support business objectives. Knowledge, Skills, and Abilities EDUCATION Related post-secondary education or equivalent experience is required. A technical post-secondary or equivalent degree is preferred. EXPERIENCE 2-4 years of customer service experience, with demonstrated success in delivering exceptional customer support and maintaining positive customer relationships. Proficiency in Microsoft Office applications, particularly Outlook and Excel, is required. Strong working knowledge of ERP and CRM systems, with experience supporting customer service, sales, or operational processes, is required. Previous experience of supporting customers in a technical sales, industrial equipment sales, or manufacturing environment is preferred. Familiarity with purchase order management and procurement processes is preferred. COMPETENCIES Customer-centric mindset with a strong commitment to delivering an exceptional customer experience. Collaborative team player with the ability to build effective working relationships across functions. Demonstrated ability to perform effectively in a fast-paced, deadline-oriented environment while balancing multiple priorities. Exceptional attention to detail, organization, and follow-through. Adaptable and flexible, with the ability to pivot priorities in response to changing business and customer requirements. Strong verbal and written communication skills, with experience providing high-touch, white-glove customer service. Physical Environment and Environmental Factors Regularly works in an office setting. Frequently required to stand, sit, talk, and hear Must be able to work in front of a computer for a large portion of the day. May occasionally lift up to 20lbs 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 $40,100.00 - $60,100.00, 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.…