Customer Service Representative

Customer Service Representative – $5,000 Sign‑On Bonus!

IMCD US has a current opening for a Customer Service Representative. This is a hybrid role based out of our Westlake, OH headquarters.

IMCD US is a leading global distribution partner and formulator of specialty chemicals and ingredients. Founded in 1995 in the Netherlands, we are committed to transforming the distribution industry by continuously adding value to the supply chain through expertise and innovation. With operations in over 50 countries, we combine local knowledge with global expertise to achieve sustainable results. Our strong, innovative business partnership accelerates solutions for suppliers and producers across consumer, industrial and durable goods sectors.

• Accurate and timely entry of customer orders shipping from IMCD US warehouses or directly from principals and confirmations thereof.
• Provide pricing information upon request.
• Arrange special freight as required.
• Provide tracking information upon request.
• Process returned material authorizations.
• Timely processing of credit memos and incident reports.
• Maintain customer comments specific to individual requirements.
• Order entry in ERP System (JDE – JD Edwards).
• Order management and date management.
• Customer follow‑up and principal follow‑up.
• Follow‑up on warehouse shipments.
• Product tracking.
• Build and sustain supportive relationships with assigned key customer accounts.
• Process credit memos and RGA/RMA as required.
• Attend and participate in weekly alignment meetings and monthly departmental meetings.
• Develop and maintain working relationships with other IMCD departments and entities to ensure customer success and satisfaction.
• Communicate professionally with external and internal parties via email and phone.
• Provide support on the floor, address inquiries, and resolve issues within position scope.
• Host virtual office hours and field questions from customer service representatives.
• Advocate policy and process improvements to enhance overall customer and employee satisfaction.
• Review all team watch lists, cross‑functional reports, open cases, and exceptions and bring them to the team for addressing.
• Identify trends, issues, and performance concerns.
• Initiate cross‑functional collaboration to resolve complex order management issues.
• Assist supervisor with NCRs in Salesforce; conduct initial review and facilitate action or communication as needed.
• Investigate and identify root causes of customer issues and NCRs, providing feedback to supervisor to drive continuous improvement.
• Assist in training support and/or oversight of new personnel as requested.
• Update and revise work instructions for the Customer Care team.
• Participate in testing and development of new processes and policies.
• Facilitate micro‑training sessions as needed.

• Excellent customer service skills and professional interaction with customers and team members.
• Ability to multitask and switch focus quickly.
• Independent and resourceful thinking.
• Deadline‑driven, detail‑oriented, and conscientious.
• Strong organizational skills and strategic thinking.
• Proficiency with common computer programs, including Microsoft Office.
• Excellent written and verbal communication skills.

• Associate degree or equivalent three years of call center experience.
• Customer service experience.
• Computer experience.

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

• Business Acumen.
• Problem Solving / Analysis.
• Customer / Client Focus.
• Communication Proficiency.
• Teamwork Orientation.

This position has no supervisory responsibilities.

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

$23 – $25 per hour.

Full‑time position. Hours are Monday through Friday from 8 a.m. to 5 p.m., unless otherwise directed. Additional hours may be required as needed.

No travel is expected for this position.

This job description is not designed to cover or contain a comprehensive listing of activities,…