Customer Service Representative

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)

This job currently operates on a hybrid schedule rotating between in-office and remote work environments. This role routinely uses standard office equipment.

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.

Processes credit memo and RGA/RMA as required

Provide support on the floor, address inquiries, and resolve issues within position scope

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 customer’s expectations by providing solutions, exploring opportunities for process improvements, and demonstrating commitment to building a better organization.

Update and revise work instructions for the Customer Care team

Assist in training support and/or oversight of new personnel (as requested)

Participate in testing and development of new processes and policies

Follow up on warehouse shipments

Attend and participates in weekly alignment meetings and monthly department meetings

Advocate policy and process improvements to enhance overall customer and employee satisfaction

Facilitate micro-training sessions as needed

Initiate cross-functional collaboration on behalf of the business line to address and resolve complex order management issues (as identified above)

Host virtual office hours and field questions from customer service representatives

Bachelor’s degree

Ability to be professional with external and internal communications via email and phone

Associate degree or three years equivalent call center experience

Must possess good organizational skills and the ability to think strategically

Possess excellent customer service skills and the ability to interact with customers and team-members in a professional manner

Excellent written and verbal communication skills

Computer experience

Communication Proficiency

Strong ability to develop and maintain working relationships with other IMCD departments and entities, to ensure customer success and satisfaction

Order Entry in ERP System (JDE – JD Edwards)

IMCD US has a current opening for a Customer Service Representative. This is a hybrid role, and is based in the IMCD US headquarters in Westlake, OH. Candidates must be in the Greater Cleveland area to be considered for the role.

Experience in a fast-paced environment

Deadline-driven, detailed oriented, and conscientious

Problem Solving/Analysis

Ability to build and sustain a supportive relationship with assigned Key Customer Accounts

Customer service experience

Teamwork Orientation

Ability to think independently and be resourceful

Ability to multitask and switch focus quickly

Business Acumen

Proficient with common computer programs, including Microsoft Office

No travel is expected for this position.

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