Customer Service Representative

Customer Service Representative

IMCD US currently has an opening for a Customer Service Representative. This role is based in our Corporate Headquarters in Westlake, Ohio.

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.

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.

Successful candidates will be responsible to:

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.

Skills:

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.

Required Qualifications:

Associate degree or three years equivalent call center experience.

Customer service experience.

Computer experience.

Desired Qualifications

Bachelor's degree.

Experience in a fast-paced environment.

Competencies:

Business Acumen.

Problem Solving/Analysis.

Customer/Client Focus.

Communication Proficiency.

Teamwork Orientation.

Supervisory Responsibility:

This position has no supervisory responsibilities.

Work Environment

This job currently operates on a hybrid schedule rotating between in-office and remote work environments. This role routinely uses standard office equipment.

Position Type/Expected Hours of Work

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.

Travel

No travel is expected for this position.

Other Duties

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

IMCD Offers

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, be it technical, commercial, or managerial. By joining IMCD, you'll be part of an entrepreneurial, fast-growing group of ambitious and like-minded professionals, where you'll have the freedom to make your own mark. We are committed to delivering value and acting responsibly. As we grow, we keep our founders' entrepreneurial spirit intact, creating a world of opportunity. As a truly international company, we have a presence in cities including Singapore, Melbourne, Milan, Cologne, Paris, Zurich, Los Angeles, São Paulo and Toronto. Our Group Office is in Rotterdam, the Netherlands and our shares are traded on the Amsterdam Euronext market, where we are part of the large cap AEX index.