Customer Service Representative/Logistics Coordinator

Customer Service Representative/Logistics Coordinator

About IMCD Group

IMCD Group, headquartered in Rotterdam, The Netherlands, is a leading global partner for the distribution and formulation of speciality chemicals and ingredients. IMCD is a strong, innovative business partner and solutions provider for producers of consumer, industrial and durable goods in multiple business sectors: Advanced Materials, Beauty & Personal Care, Coatings & Construction, Food & Nutrition, Home Care I&I (Industrial & Institutional), Industrial Solutions, Lubricants & Energy, and Pharmaceuticals.

In partnership with our suppliers, we offer a broad and deep product portfolio. With our over 80 application laboratories across 60 countries, we co-create formulations and offer solutions that allow our business partners to make products with a positive impact on the world of today and tomorrow. Our teams focus on providing commercial and operational excellence, using the best digital and logistics tools available to create a world of opportunity for our partners.

In 2025, with over 5,200 employees, IMCD realised revenues of EUR 4,779 million. IMCD N.V.'s shares are traded at Euronext Amsterdam (symbol: IMCD) and included in the Dutch ESG AEX index, as one of 25 companies within the AEX and AMX indices demonstrating best ESG practices.

Unleash a new element, Element [E]

IMCD has introduced a new, missing element to the chemical periodic table - Element [E]. For us, it stands for our Employees and their Entrepreneurial mindset, the driving force behind our success.

Overview:

This position provides our customers first in class service. Maintaining customers informed of their shipment status and documentation. A customer service representative is responsible for documentation for ''ATA, DOT, IMDG, DEA and TSCA 12B export regulations filings. Manages AES filings, all export documentation and coordinates all export shipments.

This position must sit in the IMCD Andes Chemical Miami Office.

Key Responsibilities:

Work well under pressure.

Excellent communication skills, both written and verbal, within the department at all times.

Excellent communication skills with customers and suppliers either by electronic means or telephone.

Handle and resolve customer needs efficiently and effectively.

Process orders received from Commercial team in JD Edwards, send proforma invoices per customer requests and Ministry of Health where applicable.

Checks for regulations requirements against JD Edwards & permits - (DEA, BIS, Etc. Products cleared in the system).

Submit DEA approval for shipments requiring DEA Permit.

Update JD Edwards product details, SB. TSCA and hazardous classifications against SDS and governing websites.

Update current customer accounts in JD Edwards-upon clearance from management (salesforce, contacts, and Tax-ID)

Coordinating air, LCL, local delivery, containers, direct shipments, and sample requests.

Coordinating bookings with steamship lines for FCL, LCL & Air Shipments

Coordinating with the warehouse team, suppliers, and shipping sites for complete planning of loadings and pickups including providing letter of instructions when needed.

Handling Export (AES), Processing Master bill of ladings, updating annual sales tax certificates.

Requesting and completing full export documentation prior to delivering orders.

Prepare final set of documents (BOL, invoice, packing list, etc), signed, and stamped, to be sent electronically in advanced to customer and save in customer files.

Follow up on shipments with respective departments (ie, Procurement Department)

Enter NCRs as needed.

File warehouse shipment documents in share drive.

Competencies:

Intellectual:

Identify and resolve problems efficiently, using data-driven analysis.

Collaborate effectively in group problem solving scenarios

Maintain composure and rationality, even in emotionally charged situations.

Interpersonal:

Handle challenging customer interactions with empathy and professionalism.

Respond promptly to customer needs and proactively seek feedback to enhance service.

Maintain confidentiality and a respectful, collaborative environment.

Maintain clear communication.

Foster a positive team spirit and contribute to team success over individual interest.

Leadership:

Drive commitment and overcome resistance to change.

Continuously seek ways to improve and promote quality.

Demonstrate passion, optimism and inspire trust within the team.

Organization:

Align daily work with the company''s strategic goals.

Uphold the highest standards of integrity and ethical behavior.

Manage time efficiently, prioritize tasks.

Self-Management:

Adapt to changes in the work environment with flexibility.

Maintain a consistent work presence, managing responsibilities even in dynamic situations.

Take ownership of tasks, volunteering for new opportunities and seeking growth

Approach challengers with creativity, offering innovative solutions.

Requirements:

Education and Experience:

College Degree or equivalent, and/or 3 years experience in a related field.

Technical Skills:

Hazmat certified preferred

Proficiency in Microsoft Office Suite, Order processing Systems and Database Management

Familiarity with ERP systems i.e.: JD Edwards, and Sales Force is a plus

Work Environment:

This position operates in a fast paced professional environment.

Occasional exposure to hazardous materials may occur, appropriate safety measures must be followed.

Fluent in English and Spanish.

This job has no supervisory responsibilities.

Note: The responsibilities and qualifications outlined above are intended to describe the general nature of the role and are not exhaustive. Management reserves the right to assign or reassign duties as necessary to meet business needs.