Customer Service Rep II

Location: Shoreview, MN Department: Global Customer Service Reports To: Supervisor/Manager/Sr. Manager of Customer Service Pay: $32/hour About Binks Binks, a pioneer in material application technologies, designs and delivers industry-leading systems that move, meter, mix, spray, and dispense a wide range of coatings and adhesives. With a legacy of innovation and a commitment to quality, Binks serves industries including automotive, industrial manufacturing, and refinishing. Our Shoreview, MN location is a hub for engineering excellence and customer-focused solutions. Job Summary As a Customer Service Representative II, you will serve as a key liaison between Binks and our mid-level customer accounts. This role requires a proactive, solutions-oriented mindset and the ability to lead customer service initiatives with minimal supervision. You will manage more complex customer interactions, contribute to strategic service improvements, and support data-driven decision-making by analyzing customer trends and feedback. Your leadership and insight will directly impact customer satisfaction and operational excellence. Key Responsibilities - Manage and nurture mid-level customer accounts, ensuring high levels of satisfaction and retention. - Lead or co-lead customer service initiatives and process improvement projects across departments. - Respond to and resolve escalated customer inquiries via phone, email, and online platforms within established KPIs. - Analyze customer service trends and provide actionable insights to leadership for continuous improvement. - Collaborate with production, logistics, and technical teams to ensure seamless order fulfillment and issue resolution. - Provide advanced product, pricing, and availability information to customers. - Maintain and update customer records, ensuring data accuracy and integrity. - Mentor and support junior customer service representatives as needed. - Assist in the development and refinement of customer service procedures and documentation. - Utilize ERP, CRM, and analytics tools to track performance and identify service gaps. Qualifications - Associate or bachelor’s degree preferred, or equivalent experience in customer service or manufacturing support. - 3–5 years of experience in a customer-facing role, preferably in a manufacturing or industrial environment. - Demonstrated ability to manage customer accounts and lead service initiatives independently. - Strong analytical skills with experience using data to drive decisions. - Proficiency with ERP, CRM, and Customer Service systems (e.g., Epicor, Navision, Dynamics, Freshdesk). - Excellent communication, interpersonal, and organizational skills. - Ability to thrive in a fast-paced, evolving environment with shifting priorities. Preferred Qualifications - Experience in coatings, adhesives, or industrial automation industries. - Familiarity with ISO 9001 or other quality management systems. - Experience with data analytics tools (e.g., Excel, Power BI, Tableau).