What are the responsibilities and job description for the Customer Service Representative position at IMCD Group?
Customer Service Representative
Customer ServiceRepresentative
IMCD US currently has an opening for aCustomer Service Representative. This role is based in our CorporateHeadquarters in Westlake, Ohio.
COMPANY BACKGROUND IMCD US is a leadingglobal distribution partner and formulator of specialty chemicals andingredients. An entrepreneurial group founded IMCD in 1995 in the Netherlands.Our vision to transform the distribution industry by continuously adding valueto the supply chain through expertise and innovation, is what still drives ustoday.
Today, we have operations in over 50 countries, where we successfullycombine local knowledge with global expertise to obtain sustainable results.IMCD is a strong, innovative business partner and accelerator of solutions forsuppliers and producers of consumer, industrial and durable goods in diversebusiness sectors. Our commercial excellence and solid operations structurefacilitate healthy growth.
The Customer Service Representative is responsible for accurate andtimely entry of customer orders shipping from IMCD US warehouses or directlyfrom principals and acknowledgements thereof, provide pricing information uponrequest, arrange special freight where required, provide tracking informationupon request, process of returned material authorizations, timely processing ofcredit memos, incident reports, and ongoing upkeep of customer commentsspecific to individual requirements. Committed to the overriding goal ofensuring we meet or exceed our customer's expectations by providing solutions,exploring opportunities for process improvements, and demonstrating commitmentto building a better organization.
Successful candidates will be responsibleto : 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 RGA / RMA 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 NCR's, providing feedback to supervisor to drive continuous improvement. (as requested)
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.
RequiredQualifications :
Associate degree or three years equivalent call center experience.
Customer service experience.
Computer experience.
DesiredQualifications : Bachelor's degree.
Experience in a fast-paced environment.
Competencies : Business Acumen.
Problem Solving / Analysis.
Customer / Client Focus.
Communication Proficiency.
Teamwork Orientation.
SupervisoryResponsibility : Thisposition has no supervisory responsibilities.
WorkEnvironment This jobcurrently operates on a hybrid schedule rotating between in-office and remotework environments. This role routinely uses standard office equipment.
PositionType / Expected Hours of Work This is afull-time position, and the hours of work and days are Monday through Fridayfrom 8 a.m. to 5 p.m., unless otherwise directed. Additional hours may berequired as needed.
Travel No travel isexpected for this position.
Other Duties Please notethis job description is not designed to cover or contain a comprehensivelisting of activities, duties, or responsibilities that are required of theemployee for this job. Duties, responsibilities, and activities may change atany time with or without notice.
IMCD Offers If you want to make a real difference and work for a growing andexpertise-driven company, then we'd love to hear from you. We're looking forpeople who are experts in their field, be it technical, commercial, ormanagerial. By joining IMCD, you'll be part of an entrepreneurial, fast-growinggroup of ambitious and like-minded professionals, where you'll have the freedomto make your own mark. We are committed to delivering value and actingresponsibly. As we grow, we keep our founders' entrepreneurial spirit intact,creating a world of opportunity. As a truly international company, we have apresence 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.
