Customer Care Representative

ICP Group; Andover (MA); Hybrid; USD 30,307 - 33,062; Full time

Job summary

ICP Group in Andover, MA is seeking a Customer Care Rep to enhance customer service and support our Environmental and Restoration product lines. This hybrid position will involve in-office work Tuesday through Thursday, with remote work on Monday and Friday.

The ideal candidate will be a motivated professional with strong communication skills and experience in customer service. The role includes managing customer inquiries, processing orders, and building relationships with dealer accounts. Compensation ranges from $22.00 to $24.00 per hour.

Qualifications

• Experience in a customer service role.
• Strong communication skills.
• Experience with entering data and looking up data within an ERP system.

Responsibilities

• Answer all incoming calls with a positive attitude.
• Accurately enter orders and communicate exceptions.
• Master the Syspro operating system to manage orders and customer status.
• Process Return Material Authorizations and Credits.
• Maintain relationships with key decision-makers at dealer accounts.
• Create marketing materials for Sales Representatives.
• Proof/edit documents as assigned.

Skills

Customer service

Communication skills

ERP system experience

Job description

Innovative Chemical Products Group (ICP Group) is a leading formulator and manufacturer of specialty coatings, adhesives, and sealants serving the construction and industrial end markets. ICP Group is organized into two separate business groups, ICP Building Solutions Group and ICP Industrial Solutions Group, comprised of market leading brands known for innovation, quality, and performance. Founded in 2015 and supported by a lean corporate team, ICP Group has scaled rapidly through organic and acquisition growth into one of the largest coatings, adhesives, and sealants companies in North America. ICP Group is headquartered in Andover, MA and has manufacturing and distribution sites throughout North America, Latin America, UK, Europe and the Asia Pacific region.

ICP Group is looking to hire a Customer Care Rep for our Andover, MA location. In this role you will leverage your customer service and communication skills towards a prominent role with a leading global manufacturer with headquarters in Andover, MA. This is a career where you will truly be valued, receive excellent compensation, and benefits while growing with a team in a hands‑on role where you will truly make an impact.

If you are a skilled professional who is highly motivated and consistently stands at the front of the pack, we want to talk to you! The role of this position will be to provide exceptional customer service. The chosen candidate will take on this responsibility with ambition and understand that every interaction with a customer is an opportunity to build brand awareness and reputation. You will help reposition the Customer Service Department to function as a revenue driver. This role is supporting our Environmental and Restoration product lines.

This role is hybrid; in-office Tuesday, Wednesday and Thursday and remote Monday and Friday. The pay is $22.00 - $24.00/ hour.

Key Responsibilities:

• Answer all incoming calls with a positive up‑beat attitude, providing the best possible customer service to both internal and external customers.
• Accurately enter all received orders and communicate any exceptions to customers.
• Master the Syspro operating system to enter orders, retrieve customer history, stock status and sales order status.
• Process Return Material Authorizations and Credits.
• Maintain account relationships with key decision‑makers at dealeraccounts.
• Create and assemble marketing materials for Sales Representatives
• Proof/edit documents as assigned.
• Complete other duties as assigned.

Requirements:

• Experience in a customer service role.
• Strong communication skills.
• Experience with entering data and looking up data within an ERP system.
• Retail Industry experience is a plus!

ICP Group is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.