IDEX Customer Care Manager (Punta Gorda, FL) in Punta Gorda, Florida
Title: Customer Care Manager (Punta Gorda, FL)
Business Unit: Pulsafeeder SPO
27101 Airport Road
Punta Gorda, Florida, 33982
IDEX (NYSE: IEX) is a company that has undoubtedly touched your life in some way. In fact, we make thousands of products that are mission critical components in everyday activities. If you or a family member is battling cancer or another life-threatening disease, your doctor may have tested your DNA in a quest to find the best targeted medicine for you. It’s likely your DNA test was run on equipment that contains components made by our IDEX Health & Science team. You can enjoy fresh fruits and vegetables thanks in part to Banjo, an IDEX company. Banjo valves are used on the agriculture sprayers that apply fertilizer on crops. And if you were ever in a car accident, the Hurst Jaws of Life®/LUKAS® tool may have rescued you.
Founded in 1988 with three small, entrepreneurial manufacturing companies, we’re proud to say that we now call 40 diverse businesses around the world part of the IDEX family. With 7,000 employees and manufacturing operations in more than 20 countries, IDEX is a high-performing, global $2+ billion company committed to making trusted solutions that improve lives. For more information, visit
This position is responsible for the daily management and execution of Customer Care functions which include Customer Service and Technical Support
Position requirements include, but are not limited to:
Manage and execute Customer Service and Technical Support day to day functions which include: answering customer inquiries via phone and email, processing incoming orders, resolving customer complaints, troubleshooting product failures and managing the Warranty Claim Process to ensure customer satisfaction is met, in accordance with achieving departmental metrics.
Partners with Shipping and Compliance to ensure export requirements are being met
Maintains and improves Customer Care operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; completing audits and analyses and implementing process improvements.
Adheres to Customer Care Budget and meets financial objectives by estimating requirements; scheduling expenditures; analyzing variances and initiating corrective actions.
Responsible for daily management, testing and upgrading call center tools (CRM, voice and email response systems)
Prepares Customer Care performance reports by collecting, analyzing, and summarizing data and trends
Meets departmental and organizational goals by accepting ownership, executing strategic plans and exploring opportunities to add value to the company
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks and benchmarking state-of-the-art practices
Review and execute all financial instruments pertaining to domestic and int’l orders
Maintain annual performance and salary reviews to department personnel
Support Sales and Marketing and perform duties by assignment
Motivate and coach Customer Care employees in order to meet departmental objectives and to ensure employee engagement
Responsible for creation and execution of training and development for all Customer Care employees
Conduct employee 1-1s, performance reviews and talent assessments as required by the organization
Manage employee attendance and approve timecards
Administer corrective action as required
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Excellent leadership skills with the ability to interact with people at all levels including senior leadership
Time manage staff and workloads to a high standard
Excellent verbal and written communication skills combined with strong attention to detail
Leads or participates in a number of projects and initiatives simultaneously
Write reports, business correspondence, training material and standard operating procedures.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
Degree in Business Management or equivalent work experience required
3-5 years of previous management responsibility for customer service and/ or technical support teams
Proven success at providing strategy and leading a successful team
Mechanical and or/Technical knowledge is desired
Effective time management skills with the ability to prioritize
Customer service focused with a track record of building successful internal and external partnerships
Strong people management and influencing skills with success in team motivation and development
Meeting and exceeding KPI’ s used to monitor performance
Experience gained in the manufacturing and or fire industry, within a customer service or technical support function
80/20 experience preferred
Strong analytical ability
- Bilingual a plus but not mandatory
Microsoft Office proficiency
IDEX is an equal opportunity employer Minorities/Females/Protected Veterans/Disabled