Customer Service Representative
Banner Química, an IMCD company, Westlake, OH, United States
Customer Service Representative
Location: Westlake, OH office. This role is responsible for accurate order processing, proactive customer communication, and cross-functional coordination to ensure a seamless customer experience.
Responsibilities
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 supportive relationships with assigned key customer accounts
Process credit memos 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
Professional external and internal communications via email and phone
Advocate for policy and process improvements to enhance customer and employee satisfaction
Initiate cross-functional collaboration to address and resolve complex order management issues
Assist supervisor with NCRs in Sales Force; conduct initial reviews and facilitate action or communication as needed
Investigate and identify root causes of customer issues and NCRs, providing feedback to the supervisor to drive continuous improvement
Skills
Excellent customer service skills and professional interaction with customers and team members
Ability to multitask and switch focus quickly
Independent and resourceful
Deadline-driven, detail-oriented, and conscientious
Good organizational skills and strategic thinking
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 ProficiencyTeamwork Orientation
Supervisory Responsibility This position has no supervisory responsibilities.
Work Environment This job operates on a hybrid schedule, rotating between in-office and remote work environments. The role routinely uses standard office equipment.
Position Type & Expected Hours of Work This is a full-time position. Working hours 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.
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Responsibilities
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 supportive relationships with assigned key customer accounts
Process credit memos 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
Professional external and internal communications via email and phone
Advocate for policy and process improvements to enhance customer and employee satisfaction
Initiate cross-functional collaboration to address and resolve complex order management issues
Assist supervisor with NCRs in Sales Force; conduct initial reviews and facilitate action or communication as needed
Investigate and identify root causes of customer issues and NCRs, providing feedback to the supervisor to drive continuous improvement
Skills
Excellent customer service skills and professional interaction with customers and team members
Ability to multitask and switch focus quickly
Independent and resourceful
Deadline-driven, detail-oriented, and conscientious
Good organizational skills and strategic thinking
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 ProficiencyTeamwork Orientation
Supervisory Responsibility This position has no supervisory responsibilities.
Work Environment This job operates on a hybrid schedule, rotating between in-office and remote work environments. The role routinely uses standard office equipment.
Position Type & Expected Hours of Work This is a full-time position. Working hours 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.
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