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.
About the company
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 suppliers and producers of consumer, industrial, and durable goods across diverse sectors, driving innovation and commercial excellence.
Responsibilities
- Accurate and timely entry of customer orders shipping from IMCD US warehouses or directly from principals, including acknowledgements
- Provide pricing information upon request
- Arrange special freight where required and provide tracking information upon request
- Process returned material authorizations (RMA) and credit memos
- Maintain ongoing upkeep of customer comments specific to individual requirements
- Order entry and management in ERP System (JDE – JD Edwards)
- Date management, customer follow-up, and follow-up on warehouse shipments
- Principal follow-up and product tracking
- Build and sustain supportive relationships with assigned Key Customer Accounts
- 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 review 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 equivalent call center experience
- Customer service experience
- Computer experience
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
- Proficient with Microsoft Office and common computer programs
- Excellent written and verbal communication skills
Competencies
- Business Acumen
- Problem Solving/Analysis
- Customer/Client Focus
- Communication Proficiency
- Teamwork Orientation
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. 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 while maintaining our founders’ entrepreneurial spirit. As a global company, we have a presence in cities worldwide, including Singapore, Melbourne, Milan, Cologne, Paris, Zurich, Los Angeles, São Paulo, and Toronto.