Customer Service Representative

Innospec Inc.; Calgary; On-site; CAD 40,000 - 60,000; Full time

Job summary

A chemical solutions company in Calgary is seeking a Customer Service Representative for a 16-month contract (June 2026 to October 2027). The candidate will engage directly with customers, manage inquiries, process orders in SAP, and ensure smooth communication about order statuses. Import/export experience, along with strong communication and problem-solving skills, are essential. The role requires attention to detail and offers a dynamic work environment with some after-hours assistance needs.

Qualifications

• Bachelor's Degree preferred.
• Excellent communication and customer service skills.
• Import and export experience is beneficial.
• Ability to work well under pressure in a fast-paced environment.
• Strong attention to detail, problem solving, and decision-making skills.
• Works well independently and within a team.
• Robust computer and time management skills.

Responsibilities

• Answer email and phone calls to direct customers.
• Process customer purchase orders and enter details into SAP.
• Keep customers updated about the status of their orders.
• Resolve customer issues professionally.
• Liaise with logistics for transportation and customs.
• Record and handle customer complaints.
• Provide product stewardship documents as required.

Skills

Excellent communication and customer service skills

Strong attention to detail

Problem solving and decision-making skills

Robust computer skills

Time management skills

Education

Bachelor's Degree preferred

Tools

SAP

Job description

We are looking for a 16-month contract Customer Service Representative for our Calgary, Alberta Canada office. This position is a fixed contract position beginning in June 2026 to October 2027.

Essential Functions

• Answer email and phone calls to direct customers.
• Function as a second point of contact for our customers while Account Managers are traveling, in meetings, or otherwise unavailable.
• Receive and process customer purchase orders – check details and enter into SAP.
• Remain in close communication with customers, proactively keeping them updated about the status of their orders, building solid business relationships and delivering total customer satisfaction.
• Resolve any issues in a friendly, polite, focused and professional manner.
• Liaise with carriers/freight and logistics to arrange transportation and customs clearance of hazardous and non-hazardous products for both bulk and packaged goods products (trucking and rail, imports and exports).
• Liaise with planning/manufacturing and warehouses to organize product collection and dispatch readiness
• Work closely with IOSP technical group when responding to various customer inquiries (chemical compatibility, viscosity, etc.).
• Provide SDSs, PDS, COAs and other product stewardship documents to customers as required.
• Responsible for recording and handling all customer complaints within a quality management system.
• Lead by example with timely invoicing while providing monthly revenue projections to management.
• Adhere to company processes, procedures and protocols including compliance.
• Available for after hour assistance as needed.

Role Requirements

• Bachelor's Degree preferred
• Excellent communication and customer service skills
• Import and export experience
• Ability to work well under pressure in a fast-paced work environment
• Strong attention to detail, problem solving and decision-making skills
• Works well both independently and within a team environment
• Robust computer and time management skills.