IMI PLC

IMI plc is a sector focused organisation 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.
The Automation platform leverages deep automation technology and applications expertise to improve productivity, safety and sustainability for our customers, Industrial Automation operates across many important industry sectors and is a world leader in supporting customers with motion and fluid control technology.
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 over 150 years of heritage.

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 behaviors or unsafe acts.

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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ROLE OVERVIEW:

The Customer Service Representative will be responsible for providing exceptional customer service to distributors on various post-sales activities. The successful candidate will possess a strong understanding of customer service principles, excellent communication skills, and a keen attention to detail. Salesforce, JDE and EBS systems will be utilized in this role, and this person will be responsible for closing cases in a timely manner and utilizing the systems for specific tasks.
Location: University Park, IL
Work Schedule: hybrid schedule

KEY RESPONSIBILITIES:

• Provide Excellent Customer Service {The primary accountability of a customer service representative is to ensure customer satisfaction}
• Handle Customer Inquiries and Resolutions {Customer service representatives are responsible for managing incoming calls, emails, or chats from customers}
• Maintain Product Knowledge {Keeping up to date with the company’s products, services, and any updates or changes is crucial for delivering excellent customer service}
• Document and Track Customer Interactions, utilizing Salesforce {helps in tracking customer issues, identifying patterns, and providing a personalized experience during subsequent interactions}
• Collaborate with Other Departments {Building effective cross-functional relationships and collaborating with other teams are essential for resolving complex customer issues and ensuring a seamless customer experience}
• Continuously Improve Service Quality {constantly seek opportunities to improve their skills, knowledge, and performance}
• Handle Difficult Situations {possess strong interpersonal skills, remain calm under pressure, and follow established protocols to de-escalate situations, find solutions, and ensure customer satisfaction}
• Meet Performance Targets {response time, call resolution rate, or customer satisfaction scores}