Customer Service Representative

IMCD Group B.V. • Westlake, OH

15h • Hybrid

About The Position

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.

Requirements

• 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
• Good organizational skills and the ability to think strategically
• Proficient with common computer programs, including Microsoft Office
• Excellent written and verbal communication skills
• Associate degree or three years equivalent call center experience
• Customer service experience
• Computer experience

Nice To Haves

• Bachelor’s degree
• Experience in a fast-paced environment

Responsibilities

• 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
• Meet or exceed customer expectations by providing solutions, exploring opportunities for process improvements, and demonstrating commitment to building a better organization
• 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
• Advocate policy and process improvements to enhance overall customer and employee satisfaction
• 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)

Benefits

• We’re looking for people who are experts in their field, be it technical, commercial, or managerial.
• 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.
• We are committed to delivering value and acting responsibly.
• As we grow, we keep our founders’ entrepreneurial spirit intact, creating a world of opportunity.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree