Customer Service Representative
IMCD Deutschland GmbH & Co KG, Westlake, Ohio, United States, 44145
Customer Service Representative - $5,000 Sign-On Bonus!
IMCD US has a current opening for a Customer Service Representative. This is a hybrid role based out of our Westlake, OH headquarters.
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.
Responsibilities
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
Communicate professionally via email and phone with external and internal stakeholders
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 reports, open cases and exceptions, and share with the team for resolution; 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 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
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, detail‑oriented, and conscientious
Good organizational skills and strategic thinking ability
Proficiency 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
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.
Hourly Rate $23 – $25 / hr
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.
Sign‑On Bonus Sign‑on bonus paid in two installments upon successful completion of 6 months and 12 months of service. Internal candidates are not eligible for the sign‑on bonus.
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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.
Responsibilities
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
Communicate professionally via email and phone with external and internal stakeholders
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 reports, open cases and exceptions, and share with the team for resolution; 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 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
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, detail‑oriented, and conscientious
Good organizational skills and strategic thinking ability
Proficiency 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
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.
Hourly Rate $23 – $25 / hr
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.
Sign‑On Bonus Sign‑on bonus paid in two installments upon successful completion of 6 months and 12 months of service. Internal candidates are not eligible for the sign‑on bonus.
#J-18808-Ljbffr