Customer Service Associate

Nagase ChemteX America Corp. (NCU) is a global formulator and manufacturer of advanced adhesives, conductives, and encapsulants serving appliance, automotive, filter, lighting, solar, medical, and microelectronics markets. For over 20 years, NCU has developed state-of-the-art acrylics, epoxies, silicones, and urethanes tailored to specific industrial applications. The company focuses on defining, developing, and creating custom solutions for customers whose needs are not fully met by standard materials.

As a market leader, NCU is recognized for innovative, cost-effective solutions and a strong commitment to customer service and engineered materials. Team members contribute to a customer-centric environment that emphasizes technical quality and application-specific problem solving.

As a Customer Service Representative, you’ll be the heartbeat of our customer experience. You’ll not only respond to questions and concerns, but also anticipate needs, offer solutions, and turn everyday interactions into lasting partnerships. Your role will be pivotal in shaping how customers perceive Nagase ChemteX America — your tone, your problem-solving skills, and your ability to connect will directly influence customer loyalty and satisfaction.

You will be more than a problem-solver. You’ll be a brand ambassador. Every interaction you have will be an opportunity to build trust, strengthen relationships, and contribute to our reputation for excellence. You’ll collaborate closely with other teams, from product development to operations, ensuring that customer feedback drives meaningful improvements in our services.

• Respond to customer inquiries efficiently and with accurate information, ensuring each customer feels heard and valued. Most inquiries will be by email, portal or phone. Orders will need to be entered into the ERP system for scheduling. Customer responses may include confirmation of order receipt, revised ship dates from scheduling, and other documents.
• Help direct product or service issues to Quality Control and Sales so they can offer the customer a resolution. Be actively involved to ensure the customer is satisfied with the result.
• Document customer details and specific requirements for their products to ensure a seamless order process, accurate sales reporting, and team collaboration.
• Prepare orders for shipment. This will include generating the Pick Ticket, Certificate of Analysis, additional labeling and hazardous paperwork. Prepare and send invoices to customer.
• Participate in regular planning meetings to stay up to date on scheduling delays, raw material interruptions, quality issues, and other problems impacting customer orders. Communication with customers about any delays to their orders along with revised ship schedule or alternative products.
• Collaborate with others to offer improvement suggestions to the Customer Service processes, share success stories with the team, and continuously raise the bar for customer satisfaction.
• Contribute to our knowledge base by updating the ERP, customer files, and troubleshooting guides.

• 1–3 years of customer service experience (retail, sales support, personal assistant, project manager, secretary, or similar), with a proven track record of delivering exceptional service.
• Strong communication skills—both written and verbal—with a friendly, professional tone that builds rapport quickly. Experience communicating with international customers a plus.
• Must have experience with data entry (experience with an ERP and Microsoft Office is a plus) and navigating multiple systems at once without losing focus on the customer.
• Experience with hazardous shipment and/or logistics is a plus.
• A problem-solving mindset and the ability to stay calm under pressure, even when faced with challenging situations.
• Genuine empathy and a passion for helping people, with the patience to listen and the initiative to act.
• A collaborative spirit—you enjoy working with others to find the best solutions and share in team successes.
• Adaptability and a willingness to learn new tools, processes, and products as our company grows.

• Co…