Customer Service Representative

Join to apply for the Customer Service Representative role at Banner Química, an IMCD company
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IMCD US has a current opening for a Customer Service Representative. This is a hybrid role based out of our Westlake, OH headquarters.

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.

The Customer Service Representative is responsible for 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 of returned material authorizations, timely processing of credit memos, incident reports, and ongoing upkeep of customer comments specific to individual requirements.

Committed to the overriding goal of ensuring we meet or exceed our customer’s expectations by providing solutions, exploring opportunities for process improvements, and demonstrating commitment to building a better organization.

• 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
• Ability to build and sustain a supportive relationship with assigned Key Customer Accounts
• Processes credit memo and RGA/RMA as required
• Attend and participates in weekly alignment meetings and monthly department meetings
• Strong ability to develop and maintain working relationships with other IMCD departments and entities, to ensure customer success and satisfaction
• Ability to be professional with 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 all team watchlists, cross functional report, 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 (as identified above)
• 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 NCR’s, providing feedback to supervisor to drive continuous improvement. (as requested)
• Assist in training support and/or oversight of new personnel (as requested)
• 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

• Possess excellent customer service skills and the ability to interact with customers and team‑members in a professional manner
• Ability to multitask and switch focus quickly
• Ability to think independently and be resourceful
• Deadline-driven, detailed oriented, and conscientious
• Must possess 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
• Customer service experience
• Computer experience

• Bache…