Customer Service Representative

Company Background

IMCD US is a leading global distribution partner and formulator of specialty chemicals and ingredients. An entrepreneurial group founded IMCD in 1995 in the Netherlands. Our vision to transform the distribution industry by continuously adding value to the supply chain through expertise and innovation, is what still drives us today.

Today, we have operations in over 50 countries, where we successfully combine local knowledge with global expertise to obtain sustainable results. IMCD is a strong, innovative business partner and accelerator of solutions for suppliers and producers of consumer, industrial and durable goods in diverse business sectors. Our commercial excellence and solid operations structure facilitate healthy growth.

IMCD US has a current opening for a Customer Service Representative. This is a hybrid role, and is based in the IMCD US headquarters in Westlake, OH. Candidates must be in the Greater Cleveland area to be considered for the role.

• Accurate and timely entry of customer orders shipping from IMCD US warehouses or directly from principals and acknowledgements thereof
• Provide pricing information upon request
• Arrange special freight where required
• Provide tracking information upon request
• Process returned material authorizations
• Timely processing of credit memos, incident reports, and ongoing upkeep of customer comments specific to individual requirements
• Order Entry in ERP System (JDE – JD Edwards)
• Order Management
• Date management
• Customer follow up
• Follow up on warehouse shipments
• Principal follow up
• Product tracking
• Build and sustain a supportive relationship with assigned Key Customer Accounts
• Process credit memo and RGA/RMA as required
• Attend and participate in weekly alignment meetings and monthly department meetings
• Develop and maintain working relationships with other IMCD departments and entities to ensure customer success and satisfaction
• Professional external and internal communications via email and phone
• Provide support on the floor, address inquiries, and resolve issues within position scope
• Host virtual office hours and field questions from customer service representatives
• Advocate policy and process improvements to enhance overall customer and employee satisfaction
• Review team watchlists, cross‑functional reports, open cases and exceptions, and share with the team to be addressed; identify trends, issues, and performance concerns
• Initiate cross‑functional collaboration on behalf of the business line to address and resolve complex order management issues
• Assist supervisor with NCRs in Sales Force; conduct an initial review and facilitate action or communication as needed; investigate and identify root causes of customer issues and NCRs, providing feedback to supervisor to drive continuous improvement
• Assist in training support and/or oversight of new sb personnel
• Update and revise work instructions for the Customer Care team
• Participate in testing and development of new processes and policies
• Facilitate micro‑training sessions as needed

• Excellent customer service skills and the ability to interact with customers and team‑members in a professional manner
• Ability to multitomens and switch focus quickly
• Ability to think independently and be resourceful
• Deadline-driven, detail-oriented, and conscientious
• Good organizational skills and the ability to think strategically
• Proficient with common computer programs, including Microsoft Office
• Excellent written and verbal communication skills

Associate degree or three years equivalent call center experience

• Experience in a fast-paced environment
• Business Acumen
• Problem Solving/Analysis
• Customer/Client Focus
• Teamwork Orientation

This position has no supervisory responsibilities.

This is a full-time position, and the hours of work and days are Monday through Friday from 8 a.m. to 5 p.m., unless otherwise directed. Additional hours may be required as needed.

No travel is expected for this position.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, and responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

If you want to make a real difference and work for a growing and expertise-driven company, then we’d love to hear from you. We’re looking for people who are experts in their field, HISTÔNICAL? fi?; each or your??;Ł... (retain original description)

• Payable in two installments upon successful completion of 6 months and 12 months of service
• Internal candidates are not eligible for the sign‑on bonus

• Seniority:
  Entry level
• Employment type:
  
  Full‑time
• Job function:
  Customer Service
• Industries:
  Chemical Manufacturing