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 customers expectations by providing solutions, exploring opportunities for process improvements, and demonstrating commitment to building a better organization. Successful candidates will be responsible for:
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 RGARMA 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 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 report, open cases, and exceptions, and share with the team to be addressed. Identify trends, issues, and performance concerns. Initiate cross-functional collaboration on behalf of the business line to address and resolve complex order management issues as identified above 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
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
Bachelors 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. Hourly Rate: $24 - $30 per hour. Position Type: Full-time. Expected Hours of Work: Monday through Friday, 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 that 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.
IMCD Offers
If you want to make a real difference and work for a growing and expertise-driven company, wed love to hear from you. Were looking for people who are experts in their field, whether its technical, commercial, or managerial. By joining IMCD, youll be part of an entrepreneurial, fast-growing group of ambitious and like-minded professionals where youll have the freedom to make your own mark. We are committed to delivering value and acting responsibly. As we grow, we keep our founders entrepreneurial spirit intact, creating a world of opportunity. As a truly international company, we have a presence in cities including Singapore, Melbourne, Milan, Cologne, Paris, Zurich, Los Angeles, São Paulo, and Toronto. Our Group Office is in Rotterdam, the Netherlands, and our shares are traded on the Amsterdam Euronext market, where we are part of the large-cap AEX index.