Overview
Be part of our journey
Croda, as a global leader in specialty chemicals, we continue to succeed and strengthen our delivery of innovative, sustainable, and high-performance solutions. We are passionate and excited about how we can develop and utilize new technologies to shape and inspire changes within an ever-growing marketplace. Incotec is our seed enhancement company, independently providing solutions through innovative technologies and services, focusing on customer needs. Position Summary The Customer Service Representative is responsible to be the point of contact between a customer and INCOTEC, to ensure that customer orders are promptly and efficiently processed through to fulfilment in accordance, as far as possible, with customers’ requests. Duties & Responsibilities
Provide exceptional customer service by promptly and professionally responding to customer inquiries and resolving issues. Process customer orders/changes/returns according to established department policies and procedures. Collaborate with other departments to assist with resolving customer inquiries or concerns (i.e. requests for pricing, product availability, order status, delivery, billing questions and technical issues). Handle and resolve customer complaints in the best interest of both customer and company, escalating to management when necessary. Maintain thorough and accurate customer records by updating all necessary systems, trackers, SAP modules and customer history details for seamless management. Generate and distribute required reports to customers and internal departments. Follow all ISO Procedures and Work Instructions. Provide coverage and support as needed within department. Contribute to team goals and initiatives to improve customer satisfaction and retention. All other duties as assigned. Knowledge And Experience (Qualifications)
3-5 years of previous Customer Service experience Education And Training
High School Diploma or equivalent Skills and Abilities
Ability to problem solve complex customer issues via telephone, chat, and email. Excellent communication skills; strong verbal and written communication skills. Computer Skills
Microsoft Office proficiency, including Outlook, Excel, Word, Teams, Power Point. SAP experience, preferred. Other Skills
Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product. Demonstrated ability to think analytically, precisely, and creatively. Attention to detail, accuracy, and quality. Organizational skills, time management skills and ability to multi-task. Ability to prioritize multiple projects in fast-paced business. Ability to adjust based on business needs and resources available. Must adapt to changing customer needs and be flexible in resolving customer issues. Self-motivated and able to work with little or no direct supervision. Ability to work collaboratively with all internal departments. (A respectful can-do attitude) Ability to prioritize workload and meet project deadlines using basic time management skills. Physical Demands
Able to walk, sit, and/or stand for a minimum of 8 hours per day. Required to move across production areas on uneven surfaces, climb stairs and ladders. Equal Opportunity Employer/Disability/Veterans. Croda is an equal opportunity employer and values diversity and inclusion. We do not discriminate on the basis of protected attributes and we make reasonable accommodations for applicants and employees as required by law.
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Be part of our journey
Croda, as a global leader in specialty chemicals, we continue to succeed and strengthen our delivery of innovative, sustainable, and high-performance solutions. We are passionate and excited about how we can develop and utilize new technologies to shape and inspire changes within an ever-growing marketplace. Incotec is our seed enhancement company, independently providing solutions through innovative technologies and services, focusing on customer needs. Position Summary The Customer Service Representative is responsible to be the point of contact between a customer and INCOTEC, to ensure that customer orders are promptly and efficiently processed through to fulfilment in accordance, as far as possible, with customers’ requests. Duties & Responsibilities
Provide exceptional customer service by promptly and professionally responding to customer inquiries and resolving issues. Process customer orders/changes/returns according to established department policies and procedures. Collaborate with other departments to assist with resolving customer inquiries or concerns (i.e. requests for pricing, product availability, order status, delivery, billing questions and technical issues). Handle and resolve customer complaints in the best interest of both customer and company, escalating to management when necessary. Maintain thorough and accurate customer records by updating all necessary systems, trackers, SAP modules and customer history details for seamless management. Generate and distribute required reports to customers and internal departments. Follow all ISO Procedures and Work Instructions. Provide coverage and support as needed within department. Contribute to team goals and initiatives to improve customer satisfaction and retention. All other duties as assigned. Knowledge And Experience (Qualifications)
3-5 years of previous Customer Service experience Education And Training
High School Diploma or equivalent Skills and Abilities
Ability to problem solve complex customer issues via telephone, chat, and email. Excellent communication skills; strong verbal and written communication skills. Computer Skills
Microsoft Office proficiency, including Outlook, Excel, Word, Teams, Power Point. SAP experience, preferred. Other Skills
Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product. Demonstrated ability to think analytically, precisely, and creatively. Attention to detail, accuracy, and quality. Organizational skills, time management skills and ability to multi-task. Ability to prioritize multiple projects in fast-paced business. Ability to adjust based on business needs and resources available. Must adapt to changing customer needs and be flexible in resolving customer issues. Self-motivated and able to work with little or no direct supervision. Ability to work collaboratively with all internal departments. (A respectful can-do attitude) Ability to prioritize workload and meet project deadlines using basic time management skills. Physical Demands
Able to walk, sit, and/or stand for a minimum of 8 hours per day. Required to move across production areas on uneven surfaces, climb stairs and ladders. Equal Opportunity Employer/Disability/Veterans. Croda is an equal opportunity employer and values diversity and inclusion. We do not discriminate on the basis of protected attributes and we make reasonable accommodations for applicants and employees as required by law.
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