Customer Service Representative

About the Role

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. Founded in 1995 in the Netherlands, IMCD operates in over 50 countries, combining local knowledge with global expertise to deliver sustainable results. We serve as a strong, innovative business partner for suppliers and producers across diverse sectors, driving commercial excellence and healthy growth.

Responsibilities

• Accurate and timely entry of customer orders shipping from IMCD US warehouses or directly from principals, including order acknowledgements.
• Provide pricing information upon request and arrange special freight where required.
• Supply tracking information upon request and process returned material authorizations (RMAs).
• Timely processing of credit memos, incident reports, and ongoing upkeep of customer-specific requirements.
• Order entry and management in ERP System (JDE – JD Edwards).
• Date management, customer follow-up, and follow-up on warehouse shipments and principal communications.
• Product tracking and building supportive relationships with assigned Key Customer Accounts.
• Process credit memos and RMAs as required.
• Attend and participate in weekly alignment meetings and monthly department meetings.
• Develop and maintain working relationships with other IMCD departments to ensure customer success.
• Professional external and internal communications via email and phone.
• Advocate policy and process improvements to enhance customer and employee satisfaction.
• Assist supervisor with NCRs in Sales Force; conduct initial reviews and facilitate action or communication as needed.
• Investigate and identify root causes of customer issues and NCRs, providing feedback to drive continuous improvement.

Requirements

• Associate degree or three years of equivalent call center experience.
• Customer service experience.
• Computer experience, including proficiency with Microsoft Office.

Desired Qualifications

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

Skills

• Excellent customer service skills and professional interaction with customers and team members.
• Ability to multitask and switch focus quickly.
• Independent thinking and resourcefulness.
• Deadline-driven, detail-oriented, and conscientious.
• Strong organizational skills and strategic thinking.
• Excellent written and verbal communication skills.

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

Schedule

This is a full-time position, Monday through Friday from 8 a.m. to 5 p.m., unless otherwise directed. Additional hours may be required as needed.

Benefits

By joining IMCD, you’ll be part of an entrepreneurial, fast-growing group of ambitious and like-minded professionals, with the freedom to make your own mark. We are committed to delivering value and acting responsibly, maintaining our founders’ entrepreneurial spirit while creating opportunities globally.