Sales Customer Support - Senior Associate

About the Role

This role is responsible for supporting daily shipments to ILA’s direct distribution customers while ensuring accurate, timely, and high-quality service to distributors, retailers, and internal teams. The Associate manages shipment activities, customer service, system and master data, reporting, promotional programs, and issue resolution while maintaining strong communication and customer satisfaction.

Location: Jeffersonville, IN

Why You’ll Love It Here

• Attractive total compensation package
• Medical, Dental, and Vision benefits on day 1
• Annual merit-based performance wage increases
• Performance-based bonus opportunities twice per year
• Generous PTO package
• Family-like atmosphere that promotes growth and flexibility

Purpose of This Position

This position plays a vital role in supporting ILA’s direct distribution operations by coordinating daily shipments, maintaining accurate customer and product information, supporting promotional programs, and providing excellent service to distributors, retailers, the sales team, and other internal and external customers.

Responsibilities

• Dispatch, monitor, and follow up on OES Bulk Business
• Verify and approve daily buyback shipments through ILA’s Supplier Web Portal
• Assist with customer service hotlines and provide timely support to customers, distributors, retailers, and the sales team
• Update, maintain, and evaluate retailer information through Risk Factor
• Create, update, track, and follow up on customer service tickets in Zendesk
• Maintain accurate master data within ILA’s systems, including customer addresses, product relationships, and sourcing information
• Update and maintain master tracking sheets, including participation, dealer changes, and volume, and distribute information to the appropriate parties
• Communicate effectively with internal and external customers to ensure a high level of customer satisfaction
• Create and distribute daily, weekly, and monthly reports and charts related to the direct distribution process
• Support promotional programs by tracking orders, communicating updates to customers, and verifying inventory accuracy
• Cross-train and develop the ability to perform all team functions, from assistant through expert level
• Complete assignments accurately and on time while working both independently and as part of a team

Qualifications

• High School Diploma or GED
• At least 1 year, but less than 2 years, of similar clerical experience; warehouse operations experience is preferred
• Strong computer skills, including Microsoft Office with an emphasis on Excel, email, data entry, word processing, and creating and modifying spreadsheets
• Experience with Zendesk or the ability to learn new software and business systems
• Strong written and verbal communication skills with the ability to actively listen and learn
• Strong attention to detail and a high level of accuracy
• Good organization and time-management skills with the ability to meet deadlines
• Strong customer-service skills and a positive, professional approach when working with internal and external customers
• Ability to work effectively with team members, customers, distributors, and vendors
• Ability to work independently or in a team environment while managing multiple priorities

About Idemitsu Lubricants America Corporation

Since 1992, Idemitsu Lubricants America Corporation (ILA) has been a leading provider of high-performance automotive lubricants, dedicated to innovation, quality, and sustainability, serving the needs of original equipment manufacturers and consumers across North America. ILA is a subsidiary of Idemitsu Kosan, based in Tokyo. Idemitsu has a strong focus on its people, demonstrated through our unique culture, together with competitive compensation, professional development, and a flexible work environment. Idemitsu is committed to a culture of inclusion and diversity - this commitment is embedded in our Core Values and lived through our actions.