Customer Excellence Associate

IMCD Group; Brampton; On-site; CAD 58,000 - 95,000; Full time

Job summary

IMCD Canada is seeking a Customer Excellence Associate to process customer orders, handle inquiries, and support the sales cycle with a customer-first approach. You will collaborate with internal teams to resolve issues, manage deliveries, and maintain high service levels across all customer touches.

The role emphasizes accuracy, timely communication, and proactive problem-solving to exceed customer expectations and drive continuous improvement in day-to-day activities.

Qualifications

• Experience using CRM to manage cases and resolve issues within set time frames.
• Strong customer-service orientation with ability to handle inquiries efficiently.

Responsibilities

• Enter and process customer orders with precision and accuracy.
• Communicate inventory issues to internal and external customers.
• Manage delivery dates and communicate issues.
• Investigate discrepancies and resolve them.
• Prioritize rush orders and respond to urgent requests.
• Access data in internal systems for contracts, quotes, and history.
• Coordinate with Accounts Receivable to resolve credit issues.
• Support month-end closing by ensuring orders are posted and shipped timely.
• Prepare reports on activities, open orders, OTIF, and related metrics.

Skills

Customer service

CRM/Salesforce

Time management

Tools

Salesforce CRM

Job description

As a leading specialty chemicals distribution partner, IMCD has an important role to play in society, including by protecting health and welfare, improving economic prosperity and helping to create a more sustainable future. IMCD operates as a professional services business where highly qualified key people working together in a flat organizational structure are making a real difference. By joining IMCD, you’ll be part of an entrepreneurial, fast-growing group of ambitious and like-minded professionals, where you’ll have the freedom to make your own mark.

IMCD is proud of its people and culture and considers them to be its most valuable asset by far!

Do you want to work for a growing and expertise-driven company? Then we’d love to hear from you!

About IMCD

IMCD is a leading global distributor and formulator of specialty chemicals and food ingredients, headquartered in Rotterdam, the Netherlands. Since our founding in 1995, our entrepreneurial spirit has driven smart, sustainable solutions powered by local know-how and global expertise.

Publicly listed on Euronext Amsterdam (AEX), IMCD operates across EMEA, Asia-Pacific, and the Americas. We partner with top-tier suppliers to deliver tailored solutions across eight business groups, including Beauty & Personal Care, Home Care and Industrial & Institutional Cleaning Solutions, Food & Nutrition, Advanced Materials, Coatings & Construction, Lubricants & Energy, and Industrial Solutions, and Pharmaceuticals.

IMCD’s strength lies in its dual focus on distribution and formulation. Through our global network of technical and commercial experts, we collaborate closely with customers to develop impactful, innovative solutions that shape industries and meet the evolving needs of the markets we serve.

IMCD Core Values

The Customer Excellence Associate embodies core values such as entrepreneurial spirit, freedom to act, partnership, integrity and trust, and financial discipline. They think like an owner, create value, drive the business forward, seek business opportunities, take decisive action, and learn from mistakes. They make informed decisions to capitalize on opportunities, encourage innovation, build relationships based on trust and mutual benefit, share information transparently, uphold high standards of integrity and trust, treat others with respect, take responsibility for actions, and handle finances with care.

Job Summary

As a Customer Excellence Associate, your role involves processing customer orders, requests, and inquiries promptly and accurately to meet customer requirements. You need to have a thorough knowledge of the business, its capabilities, principals, products, and the customer's industry and needs. Treating both internal and external customers with professionalism, respect, courtesy, and a helpful attitude is essential. You will help customers efficiently, effectively, and accurately, utilizing available resources when necessary to exceed customer expectations. This includes assessing situations, understanding requests clearly, determining root causes, and assigning corrective actions. You will actively seek continuous improvement, including self-development, prioritize and manage time effectively to meet customer expectations and deadlines, and demonstrate effective and creative problem-solving capabilities.

Key Responsibilities

Acting as a Brand Ambassador while promoting IMCD Core Values, you will assist in developing and maintaining ongoing relationships with customers, through effective and efficient management of your daily responsibilities outlined below. Building and maintaining strong relationships with customers and service providers is crucial for sustaining profitability. The role requires effective time management to meet customer expectations and deadlines, as well as employing creative problem-solving capabilities to assess situations, understand requests, determine root causes, and assign corrective actions.

• Enter and process customer orders (warehouse and direct) with precision and accuracy.
• Communicate inventory issues or concerns to both internal and external customers.
• Manage customer requested delivery dates and communicate any issues.
• Investigate and resolve discrepancies.
• Prioritize and execute rush orders from both internal and external customers.
• Navigate internal systems to retrieve necessary data (e.g., supplier contracts, agreements, quotes, samples, purchase history).
• Communicate with accounts receivable to resolve credit issues.
• Take responsibility to investigate, assist, communicate & resolve any discrepancies between Customer and IMCD (e.g., LSP missing picking lists or IMCD order documents, order details - product/quantity/lot/batch).
• Take responsibility (i.e., inquire, follow up) to effectively communicate any inventory issues or concerns (both internal & external customers) to appropriate personnel.
• Communicate & assist A/R in resolving customer credit issues.
• Ability to prioritize, communicate and effectively execute all RUSH requests from both internal & external customers.
• Assist with month-end closing by taking responsibility (review, inquire, update etc.) to ensure all sales orders are posted and shipped within the appropriate month.
• Create and report on Monthly activities, related to open orders with past ship dates, OTIF performance, and any related assigned metrics.

Communication

• Enlist the assistance of appropriate internal personnel to resolve any concerns from both internal and external customers.
• Accountable for open & timely communication with Senior Manager, Customer Care with respect to:

Issues & concerns within the Customer Care department and/or internal personnel.

Customer Complaints

• Initiate and manage cases within CRM/Salesforce to resolve issues within predetermined time frames.
• Seek necessary information from both internal and external customers to investigate and respond to complaints.
• Take immediate actions to meet customer needs (e.g., send replacement stock).
• Assign actions to appropriate internal personnel to help resolve issues.
• Maintain active communication and follow-up with both internal and external customers.
• Acknowledge complaints within 24 business hours of receipt.
• Assist with implementing and validating corrective/preventative actions to ensure customer satisfaction.

Administrative

• Initiate and follow up on credit requests.
• Generate and follow up on returns (e.g., product, drums, totes).
• Ensure CC360 requests are fulfilled with precision and efficiency.
• Manage customer profiles, including dedicated accounts.
• Retrieve, request, distribute, and fulfill documentation requests as required.
• Respond to customer requests by actively seeking information.
• Attend training sessions and department meetings with active participation.
• Participate in department projects (e.g., process improvements, Customer Care University).
• Qualify new customers and send credit applications if required.
• Communicate new service fees and company policies to both internal & external customers.
• Obtain customer-specific information (e.g., forecasts, releases off blankets).
• Take responsibility to ensure personal inbox requests and CC360 Queue Requests, are fulfilled with precision, accuracy, and efficiency.
• Effectively respond to all customer requests by actively seeking, inquiring/asking appropriate questions of both internal & external customers to obtain necessary information requested.

Compensation

Salary Range: $58,000 to $95,000 per annum

What We Off

We value our people and are proud to offer a competitive and comprehensive total rewards package, including:

• A collaborative, innovative environment that encourages freedom to act and an entrepreneurial spirit

*IMCD Canada welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

*This role is for an existing vacancy within our organization. Artificial intelligence is not used to screen, assess or select applicants for this vacancy.