Technical Customer Support Representative

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 around the globe, chances are, we have something special for you.

Technical Customer Support Representative — Hygienic Pump Market

Location: Onsite Eastbourne, UK

Scope

We are seeking a dedicated and technically capable Technical Customer Support Representative to join our Customer Support team. In this role, you will need to combine technical understanding with sales skills to provide support, cost, and technical information both pre- and after-sales advice to our distributors, customers, and internal departments. The role is a proactive internal position and the requirements to work on your own initiative and as part of a team are essential.

Key Responsibilities

• Respond promptly and professionally to customer enquiries via phone, email, and other communication channels.
• Manage the order loading and processing lifecycle, ensuring accuracy and timely delivery.
• Assist customers with basic technical enquiries related to BOMs, product specifications, and part compatibility.
• Troubleshoot and resolve customer complaints efficiently, aiming for first-contact resolution wherever possible.
• Identify when to escalate technical issues to engineering, sales, or other internal departments.
• Maintain accurate customer records, including interactions, transactions, and case resolutions in the CRM system.
• Ensure the CRM system is properly maintained with updated customer contact information and current sales pursuit reporting.
• Collaborate closely with internal teams to ensure a coordinated approach to customer support.
• Support continuous improvement initiatives to enhance the customer experience and streamline processes.
  
  

Key Competencies

• Customer Focus: Empathetic, responsive, and committed to customer satisfaction.
• Technical Aptitude: Ability to understand and explain basic technical concepts related to BOMs and product specifications.
• Problem-Solving: Skilled in diagnosing issues, identifying root causes, and implementing effective solutions.
• Communication Skills: Clear, concise, and professional communication, both written and verbal.
• Attention to Detail: Accurate order processing, data entry, and documentation.
• Team Collaboration: Ability to work effectively within a team-oriented support structure.
• Adaptability: Comfortable managing multiple tasks and priorities in a dynamic environment.
  
  

Qualifications

• Experience in customer support within a technical, manufacturing, or process industry environment.
• Familiarity with Bills of Material (BOMs), technical specifications, and order processing systems.
• Strong organizational and time-management skills.
• Experience with CRM systems, ERP environments (especially JD Edwards) and proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Prior experience in the hygienic pump market or related industries is an advantage.
• Excellent communication skills in English, with particular interest in candidates with additional European languages preferred.
  
  

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?