Customer Service Representative - Westlake, United States - IMCD Group

Description

Customer Service Representative

IMCD US LLCcurrently has an opening for a Customer Service Representative. This role is hybrid-remoteand based in our Corporate Headquarters in Westlake, Ohio.

The Customer Service Representative (CSR) is an integral partof customer experience, customer retention and loyalty, and contributes to asuccessful order to cash (O2C) and sales process.

The CSR is an independent contributoras well as a highly engaged member of the IMCD customer facing team.

InCustomer Service, we are committed to ensuring we meet or exceed our customers'expectations by providing timely and accurate communication, information, and solutions,contributing to an overall excellent customer experience with IMCD US LLC.

The CSR is responsible for interfacing with customers toreceive, review and validate purchase order data accuracy and requirements.

TheCSR handles the order entry and management process:

a multi-step entry into anERP system, confirmation of orders and the facilitation of each order'sprogression toward an on time, in full delivery.

This may include, but is notlimited to, stock availability reviews, allocations, shipping documentation andcommunication, specific freight handling requirements, special arrangements,and maintaining updated and accurate customer profiles and documentation.

Thereis a focus on assessing and addressing any barriers to success in the executionof the order to cash process, taking appropriate action and proactivelycommunicating to all stakeholders.

The CSR will interface with multipleinternal and external groups to achieve a successful outcome, including but notlimited to:
Technical Account Managers, Supply Chain, Principal Managers,Transportation Planners, Credit Managers, Sales Support, Pricing Team andRevenue Support Team.


Theposition is responsible for:

• Provide an excellent customer experience, responsible for an assigned customer base
• Timely entry of purchase orders into an ERP System (JDE
• JD Edwards)
• Ensure data accuracy of all orders entered, following multi step verification process and utilizing multiple tools and methods as needed
• Create any necessary documents, update bill of lading and special instructions, make changes throughout the system as needed
• Update and maintain accurate customer profile information (shipping/packaging instructions, third party information, customer contact information, freight portal info., and other details specific to customer requirements or preferences)
• Order management: monitoring and managing the sales order progression through the entire order to cash process (O2C) Following up at each status of order as required
• Properly manage open order status and ensure customer is kept up to date on progress
• Effective communication with customers (internal and external) through various, appropriately chosen methods (email, phone, chat, portals)
• Contact center engagement: active agent call taker in our national phone call queue, active participant in webchat and process web inquiry cases as assigned.
• Provide tracking information and other documentation as needed
• Manage customer requests to delay or cancel orders, resolve customer concerns, and mitigate customer dissatisfaction
• Enter and submit credit memo or return orders as required
• Quality management through nonconformance recording and follow up
• Maintaining KPI (key performance indicators) or metrics at desired levels relative to productivity and quality
• Attending and participating in meetings with internal and external customers and team
• Ensuring that IMCD core values are at the heart of everything we do

Targeted Skills & Capabilities:

• Excellent customer service mindset and a high level ofprofessionalism: positive and approachable, active listener, patient, solutionoriented, committed to success and delivers a high quality of work and customerexperience.
• Ability to multitask and switch focus quickly.
• Ability to think independently, strategically and be resourceful.
• Deadlinedriven, detailed oriented, and conscientious.
• Must possess good organizational and prioritization skills
• Excellent written and verbal communication skills
• Skilled at problem solving

Competencies:

• Business Acumen.
• Problem Solving/Analysis.
• Customer/Client Focus.
• Communication Proficiency.
• Teamwork Orientation.

Required Education andExperience:

• Associate degree or adequate experience in a customer facing role, managing transactions
• Computer experience.
• Proficient with common computer programs, including Microsoft Office.

PreferredEducation and Experience:

• Bachelor's degree.
• Experience in a fastpaced environment.
• Experience managing high volume of transactions in various states of progress

PrimaryJob Location:

Westlake,OH - This role is eligible for a hybrid work schedule


Travel:

0%


Other Duties:

Pleasenote this 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 at anytime with or without notice.


IMCDOffers:

Ifyou want to make a real difference and work for a growing and expertise-drivencompany, then we'd love to hear from you.

We're looking for people who areexperts in their field, be it technical, commercial or managerial.

By joiningIMCD, you'll be part of an entrepreneurial, fast growing group of ambitious andlike-minded professionals, where you'll have the freedom to make your ownmark.

We're rooted in chemistry and speciality ingredients - yet operate like aprofessional services firm.

As a truly international company, we have apresence in cities including Singapore, Melbourne, Milan, Cologne, Paris,Zurich, Los Angeles, So Paulo and Toronto.

Our Group Office is located inRotterdam, the Netherlands and our shares are traded on the Amsterdam Euronextmarket, where we are part of the large cap AEX index.