Customer Service Representative

Customer Service Representative

Customer Service Representative

IMCD US has a current opening for a Customer Service Representative. This is a hybrid role based out of our Brea, California office location.

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.

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.

Successful candidates will be responsible to:
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

Required Qualifications:
Associate degree or three years equivalent call center experience
Customer service experience
Computer experience

Desired Qualifications:
Bachelor’s degree
Experience in a fast-paced environment

Competencies:
Business Acumen
Problem Solving/Analysis
Customer/Client Focus
Communication Proficiency
Teamwork Orientation

Supervisory Responsibility:
This position has no supervisory responsibilities.

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

Position Type/Expected Hours of Work
This is a full-time position, and the hours of work and days are Monday through Friday from 8 a.m. to 5 p.m., unless otherwise directed. Additional hours may be required as needed.

Travel
No travel is expected for this position.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

IMCD Offers
If you want to make a real difference and work for a growing and expertise-driven company, then we’d love to hear from you. 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. As a truly international company, we have a presence 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.