Customer Care Representative - Phoenix

icpgroup; Phoenix (AZ); Hybrid; USD 54,443,000 - 63,039,000; Full time

Job summary

ICP Group in Phoenix, AZ is seeking a Customer Care Rep to deliver exceptional service for our Diversified Coatings unit. This hybrid role combines in-office collaboration on Tue–Thu with remote work on Mon and Fri, offering a dynamic environment in a leading coatings manufacturer.

You will enter orders in the Syspro ERP, manage returns, build dealer relationships, and support marketing efforts for the sales team while maintaining accurate data and responsive communication.

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 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 ERP 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 dealer accounts.
• Create and assemble marketing materials for Sales Representatives
• Proof/edit documents as assigned.
• Complete other duties as assigned.

Skills

Customer service

Communication

ERP data entry

Tools

Syspro

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 Phoenix, AZ 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.

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 Diversified Coatings Business unit, environmental sector. This role is hybrid; in-office Tuesday, Wednesday and Thursday and remote Monday and Friday. The pay is $19- $22/ 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 dealer accounts.
• 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.