Customer Service Representative

Customer Service Representative

Customer Service Representative

IMCD US is seeking a customer-focused Customer Service Representative to join our team in the Westlake, OH office. This role is responsible for accurate order processing, proactive customer communication, and cross-functional coordination to ensure a seamless customer experience. The ideal candidate is detail-oriented, solutions-driven, and committed to exceeding customer expectations in a fast-paced, collaborative environment.

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 
Advocate policy and process improvements to enhance overall customer and employee satisfaction  
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) 

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