Customer Excellence Associate / Collaborateur Chargé De L’excellence Client

IMCD Group B.V.

7d•Onsite

About The Position

As a leading specialty chemicals distribution partner, IMCD has an important role to play in society, including by protecting health and welfare, improving economic prosperity and helping to create a more sustainable future. IMCD operates as a professional services business where highly qualified key people working together in a flat organizational structure are making a real difference. By joining IMCD, you’ll be part of an entrepreneurial, fast-growing group of ambitious and like-minded professionals, where you’ll have the freedom to make your own mark. IMCD is a leading global distributor and formulator of specialty chemicals and food ingredients, headquartered in Rotterdam, the Netherlands. Since our founding in 1995, our entrepreneurial spirit has driven smart, sustainable solutions powered by local know-how and global expertise. Publicly listed on Euronext Amsterdam (AEX), IMCD operates across EMEA, Asia-Pacific, and the Americas. We partner with top-tier suppliers to deliver tailored solutions across eight business groups, including Beauty & Personal Care, Home Care and Industrial & Institutional Cleaning Solutions, Food & Nutrition, Advanced Materials, Coatings & Construction, Lubricants & Energy, and Industrial Solutions, and Pharmaceuticals. IMCD’s strength lies in its dual focus on distribution and formulation. Through our global network of technical and commercial experts, we collaborate closely with customers to develop impactful, innovative solutions that shape industries and meet the evolving needs of the markets we serve. As a Bilingual Customer Excellence Associate, your role involves processing customer orders, requests, and inquiries promptly and accurately to meet customer requirements. You need to have a thorough knowledge of the business, its capabilities, principals, products, and the customer's industry and needs. Treating both internal and external customers with professionalism, respect, courtesy, and a helpful attitude is essential. You will help customers efficiently, effectively, and accurately, utilizing available resources when necessary to exceed customer expectations. This includes assessing situations, understanding requests clearly, determining root causes, and assigning corrective actions. You will actively seek continuous improvement, including self-development, prioritize and manage time effectively to meet customer expectations and deadlines, and demonstrate effective and creative problem-solving capabilities.

Requirements

Bilingual
Thorough knowledge of the business, its capabilities, principals, products, and the customer's industry and needs.
Treating both internal and external customers with professionalism, respect, courtesy, and a helpful attitude.
Ability to help customers efficiently, effectively, and accurately, utilizing available resources when necessary to exceed customer expectations.
Ability to assess situations, understand requests clearly, determine root causes, and assign corrective actions.
Actively seek continuous improvement, including self-development.
Prioritize and manage time effectively to meet customer expectations and deadlines.
Demonstrate effective and creative problem-solving capabilities.
Ability to navigate internal systems to retrieve necessary data (e.g., supplier contracts, agreements, quotes, samples, purchase history).
Ability to communicate with accounts receivable to resolve credit issues.
Ability to prioritize, communicate and effectively execute all RUSH requests from both internal & external customers.
Ability to initiate and manage cases within CRM/Salesforce.

Responsibilities

Act as a Brand Ambassador while promoting IMCD Core Values, assisting in developing and maintaining ongoing relationships with customers, through effective and efficient management of daily responsibilities.
Build and maintain strong relationships with customers and service providers for sustaining profitability.
Manage time effectively to meet customer expectations and deadlines.
Employ creative problem-solving capabilities to assess situations, understand requests, determine root causes, and define corrective actions.
Enter and process customer orders (warehouse and direct) with precision and accuracy.
Communicate inventory issues or concerns to both internal and external customers.
Manage customer requested delivery dates and communicate any issues.
Investigate and resolve discrepancies.
Prioritize and execute rush orders from both internal and external customers.
Navigate internal systems to retrieve necessary data (e.g., supplier contracts, agreements, quotes, samples, purchase history).
Communicate with accounts receivable to resolve credit issues.
Take responsibility to investigate, assist, communicate & resolve any discrepancies between Customer and IMCD (e.g., LSP missing picking lists or IMCD order documents, order details - product/quantity/lot/batch).
Take responsibility (i.e., inquire, follow up) to effectively communicate any inventory issues or concerns (both internal & external customers) to appropriate personnel.
Communicate & assist A/R in resolving customer credit issues.
Prioritize, communicate and effectively execute all RUSH requests from both internal & external customers.
Assist with month-end closing by taking responsibility (review, inquire, update etc.) to ensure all sales orders are posted and shipped within the appropriate month.
Create and report on Monthly activities, related to open orders with past ship dates, OTIF performance, and any related assigned metrics.
Enlist the assistance of appropriate internal personnel to resolve any concerns from both internal and external customers.
Ensure open & timely communication with Senior Manager, Customer Care with respect to: Vacation requests (e.g., ADP), Absenteeism (e.g., sick days, unplanned), Issues & concerns within the Customer Care department and/or internal personnel.
Initiate and manage cases within CRM/Salesforce to resolve issues within predetermined time frames.
Seek necessary information from both internal and external customers to investigate and respond to complaints.
Take immediate actions to meet customer needs (e.g., send replacement stock).
Assign actions to appropriate internal personnel to help resolve issues.
Maintain active communication and follow-up with both internal and external customers.
Acknowledge complaints within 24 business hours of receipt.
Assist with implementing and validating corrective/preventative actions to ensure customer satisfaction.
Initiate and follow up on credit requests.
Generate and follow up on returns (e.g., product, drums, totes).
Ensure CC360 requests are fulfilled with precision and efficiency.
Manage customer profiles, including dedicated accounts.
Retrieve, request, distribute, and fulfill documentation requests as required.
Respond to customer requests by actively seeking information.
Attend training sessions and department meetings with active participation.
Participate in department projects (e.g., process improvements, Customer Care University).
Qualify new customers and send credit applications if required.
Communicate new service fees and company policies to both internal and external customers.
Obtain customer-specific information (e.g., forecasts, releases off blankets).
Take responsibility to ensure personal inbox requests and CC360 Queue Requests, are fulfilled with precision, accuracy, and efficiency.
Effectively respond to all customer requests by actively seeking, inquiring/asking appropriate questions of both internal & external customers to obtain necessary information requested.