Customer Support Manager

at  Idex Corporation

If 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 (https://www.idexcorp.com/our-businesses/business-segments/) around the globe, chances are, we have something special for you.

SUMMARY OF RESPONSIBILITIES

Responsible for all internal sales functions including applications engineering, quotation management, sales order processing systems and after sales support globally. Accountable for coordinating and reporting on sales support activities outside the UK and Europe, including N America and India specifically. Responsible for ensuring an effective interface between Customers, Distributors and the Company, including defining and driving continuous improvement activities that create the environment, processes and tools to consistently deliver an outstanding customer experience.

PRIMARY DUTIES & RESPONSIBILITIES

• Lead, motivate, and develop a high-performing customer support team, ensuring coverage and seamless communication across all channels.
• Develop, implement, and regularly review customer-centric KPIs to measure team performance and customer satisfaction, identifying areas for improvement and implementing strategies to achieve excellence in service delivery.
• Responsible for tracking of sales and order data and maintenance of our CRM process, ensuring accurate quotations and sales materials are provided to Customers, Distributors and external sales teams.
• Leverage Digital tools and capabilities, including peer group insights to drive customer initiatives that reduce first-level queries.
• Lead the review of our service and repair process and capability, collaborating with product, sales and engineering peers to re-define our offer from the customer’s perspective.
• Work closely with peers to triage complex customer issues, ensuring timely escalation and resolution while maintaining strong communication with customers.
• Establish robust processes for measuring and reporting on customer support metrics. Prepare and present regular performance reports to senior management, highlighting achievements, trends, and areas requiring attention.
• Continuously assess support processes and workflows, recommending and implementing enhancements to improve efficiency and customer satisfaction based on KPI insights and trend analysis.
• Design and deliver training programs focused on customer engagement, service excellence, and KPI achievement, equipping team members with the necessary skills and knowledge. Ensure that members of the team regularly share knowledge and best practice.
• Handle escalated customer issues with a proactive approach, ensuring timely and effective resolutions while maintaining strong relationships with clients.
• Work closely with product, sales, engineering and marketing teams to ensure alignment and gather feedback for product improvements based on customer interactions and KPI performance.
• Establish working practices to deal with customer enquiries across the suite of product, service and Channel partner offerings.
• Manage all aspects of directs reports performance, including overseeing goal setting, conducting regular 1:1’s and completing performance reviews. Ensure accurate tracking and documenting in HRIS Workday.