Customer Resolution Specialist

IMCD is a global leader in the formulation, sales, and distribution of specialty chemicals and ingredients. Operating in over 60 countries with more than 5,200 professionals, IMCD helps suppliers simplify and grow their business through local networks, market intelligence, and technical expertise. Customers benefit from direct access to a large portfolio of high-quality products, avoiding the complexity of multiple points of contact. IMCD prioritizes balancing the needs of people, the environment, and communities while fostering a diverse and inclusive team.

About the role

The Customer Resolution Specialist plays a critical role within IMCD US’s customer service team by owning the processing and management of transactions related to the resolution of service issues or failures. This role collaborates with internal and external stakeholders to execute credit memos, pricing adjustments, returns, and dispute resolution, maintaining customer confidence and loyalty.

Responsibilities

• Review and validate customer service requests for credits and returns to ensure completeness, proper cause, documentation, and approvals.
• Accurately and timely enter and manage required credits or supplemental billing (debits) for customer accounts, including resolving issues related to invoice accuracy (e.g., short pay, billed quantity/price errors, freight disputes, tax rebills).
• Manage the lifecycle of customer return requests, including providing instructions, following up on shipment status, and coordinating with warehousing, supply chain, and shipping teams.
• Collaborate cross-functionally (with Warehousing, Customer Service, Supply Chain, etc.) to troubleshoot and resolve shipment discrepancies.
• Serve as a subject matter expert for Customer Service Representatives on credit and return-related workflows, including guidance on approvals and documentation.
• Provide backup support to other Revenue Support team functions, such as order invoicing and online customer billing.

Requirements

• High School Diploma or equivalent; Bachelor’s degree in a business-related field preferred.
• Minimum 5 years’ experience in a billing or customer service-related field, including at least 2 years managing disputes.
• Proficiency in Microsoft Office applications; experience with Salesforce CRM or JD Edwards ERP system preferred.

Skills

• Excellent communication skills for clear and professional interactions with internal and external stakeholders.
• Ability to assess information from multiple sources (invoices, shipment records, pricing records) to determine appropriate credit/debit actions.
• Strong judgment for applying company policies while balancing customer satisfaction and financial accuracy.
• Strong math and analytical skills to verify billed amounts, resolve discrepancies, and validate documentation.
• Thorough understanding of the order-to-cash process.
• Demonstrated ability to think independently and critically.
• Organized and able to manage multiple requests simultaneously.

Work Environment & Physical Requirements

• Ability to remain stationary (sitting or standing) for extended periods while performing computer-based work.
• Ability to operate a computer, keyboard, mouse, and other office equipment.
• Ability to move throughout the office to access files, equipment, or attend meetings.
• Occasional lifting and carrying of items up to 10–20 pounds (e.g., files, office supplies).
• Visual acuity to view a computer screen and read documents for prolonged periods.
• Clear communication in person, over the phone, and via written correspondence.

Benefits

• Bonus eligibility.
• Healthcare, dental, and vision coverage.
• Retirement plans.
• Additional programs designed to support employee well-being.