Customer Care Representative

ICP Group; Norton (OH); Remote; USD 42,000 - 54,000; Full time

Job summary

ICP Group, based in Norton, Ohio, seeks a Customer Care Representative to support Choice Adhesives. The role offers potential for remote work for the right candidate and focuses on providing exceptional customer service while partnering with the Sales team.

You will leverage CRM/ERP tools to process orders, manage portals, and build strong relationships with key customers in a fast‑paced manufacturing environment. Join a global leader focused on quality and performance.

Qualifications

• Experience in a customer service role.
• Strong communication skills.
• Experience with CRM and ERP systems.
• Manufacturing environment experience; Salesforce, Sage, or Syspro a plus.

Responsibilities

• Answer incoming calls with a positive attitude and deliver excellent customer service to internal and external customers.
• Enter orders accurately and communicate any exceptions to customers.
• Manage customer portals.
• Master ERP system Syspro to enter orders, retrieve customer history, stock status, pricing and sales order status.
• Set up Return Material Authorizations and BOLs.
• Create Custom Docs.
• Maintain account relationships with key decision‑makers.
• Complete other duties as assigned.

Skills

Customer service experience

Strong communication

Tools

CRM systems

ERP systems

Syspro

Salesforce

Sage

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 comprised of 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 Representative for our Choice Adhesives business, based in Norton, Ohio. This position has an opportunity to be completely remote, for the right candidate. In this role you will leverage your customer service and communication skills towards a prominent role with a leading global manufacturer. 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 and to support the Sales team as needed. 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.

Key Responsibilities:

• Answer incoming calls with a positive upbeat attitude, providing the best possible customer service to both internal and external customers.
• Accurately enter orders and communicate any exceptions to customers.
• Managing customer portals
• Master our ERP system, Syspro, to enter orders, retrieve customer history, stock status, pricing and sales order status.
• Set up Return Material Authorizations and BOLs
• Create Custom Docs
• Maintain account relationships with key decision‑makers
• Complete other duties as assigned.

Requirements:

• Experience in a customer service role.
• Strong communication skills.
• Experience with CRM and ERP systems.
• Previous experience working in a Manufacturing setting, as well as Salesforce, Sage, or Syspro 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.