Customer Service Rep II

Location: Shoreview, MN Department: Global Customer Service Pay : $24-$30/hour 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 The Customer Service II Specialist plays a critical role in optimizing how Binks serves its customers by turning data and business systems into action. This role combines data analysis, process improvement, and supply chain/retail compliance monitoring to strengthen the customer journey from onboarding through fulfillment. You will be a power user and administrator across our ERP, CRM, ticket management, and customer portal platforms, tracking key performance indicators and identifying trends and root causes in service and order data. Partnering closely with Customer Service, Sales, Supply Chain, and IT, you will design and implement process and technology enhancements that make our business systems work smarter for both customers and internal teams. This role sits at the intersection of improving customer experience and improving team efficiency, and may also step in to directly support the Customer Service team during periods of high contact volume. This is a highly analytical, technology-forward, improvement-driven role for someone who enjoys uncovering insights in data and using business systems to translate them into measurable business impact. Key Responsibilities Analyze customer service, order, and fulfillment data to identify trends, root causes, and opportunities for improvement. Build and maintain reports and dashboards to track KPIs such as order accuracy, on-time delivery, ticket resolution times, and customer satisfaction. Translate data insights into clear, actionable business recommendations for Customer Service leadership and cross-functional partners. Lead and support process improvement initiatives, mapping current-state workflows and designing more efficient future-state processes enabled by technology. Serve as a key business systems resource for the Customer Service team, partnering with IT to configure, optimize, and enhance ERP, CRM, ticket management, and customer portal platforms. Administer and continuously improve the ticket management system, including workflow rules, escalation paths, and reporting, to drive faster and more consistent case resolution. Manage and enhance the customer portal experience, ensuring customers can self-serve for order status, account information, and support requests, and troubleshooting portal issues as they arise. Evaluate and recommend new process technology and system enhancements (automation, integrations, self-service tools) that improve operational…