Customer Service Representative

We are looking to add a Customer Care Representative to our fast growing team in Englewood, CO. This position is in person at our Englewood office.

• Answer phones and direct customers to correct contact and/or assist them.
• Serve as secondary point of contact for customer accounts that require 24/7 availability/support. This is a minimum of 5-week requirement per year.
• Receive and verify customer purchase orders, then enter them into the ERP system.
• Maintain proactive communication with customers, keeping them informed about their order status to foster strong business relationships and ensure customer satisfaction.
• Participate in weekly sales calls to elevate customer issues to the business.
• Continually update the ERP system with current customer and contact information.
• On-board and set up new accounts in the ERP system.
• Resolve issues promptly and professionally.
• Coordinate transport, including hazardous and non-hazardous products, with carriers for both bulk and packaged goods.
• Work with freight and logistics coordinators to arrange air, hot-shot and/or export orders.
• Coordinate product collection and dispatch readiness with planning/manufacturing and warehouses.
• Collaborate closely with the sales force to enhance customer satisfaction.
• Liaise with technical team to ensure chemical compatibility and assist with customer inquiries.
• Accompany Sales Managers on customer visits as needed, contributing a customer care perspective to discussions.
• Work with finance department to resolve billing and invoice issues.
• Record and address all customer complaints.
• Adhere to company processes, procedures, and compliance protocols.
• Prepare and issue documentation (COA, SDS, PDS, etc.) according to customer requirements.
• Manage customer inventories and plan timely and cost-effective deliveries for both Innospec and customers.
• Available for after hour assistance as needed.
• Provide after-hours assistance and cover on-call phone shifts as required.
• In-office presence required.

• Excellent communication skills, both verbal and written.
• Strong attention to detail, problem solving and decision-making skills.
• Proficiency in technology, such as ERP system, Microsoft software, CRM tools, communication platforms, etc.
• Commitment to continuous learning and professional development.
• Strong work ethic, organization, and time management skills.