Customer Care Specialist

IMCD Deutschland GmbH & Co KG; Westlake (OH); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

IMCD Group is seeking a Customer Care Specialist for our Westlake, OH office. You will handle accurate order processing, proactive customer communications, and cross-functional coordination to ensure a seamless customer experience in a fast-paced team environment.

The role emphasizes detail-orientation, solutions-driven thinking, and a commitment to exceed customer expectations while supporting a hybrid work schedule.

Qualifications

• Associate degree or three years equivalent call center experience.
• Customer service experience required.
• Computer experience (MS Office, data entry).

Responsibilities

• Enter orders in ERP (JDE/JD Edwards) and manage orders.
• Provide pricing information and tracking details on request.
• Coordinate with warehouse shipments and return authorizations (RGA/RMA).
• Support credit memos and incident reports; maintain customer comments.
• Build and maintain strong relationships with key customer accounts.
• Communicate professionally via email and phone; suggest process improvements.

Skills

Customer service

Multitasking

Communication

Organizational skills

Problem solving

Education

Associate degree or 3 yrs call center

Bachelor's degree (desired)

Tools

Microsoft Office

Job description

Customer Care Specialist

About IMCD Group

IMCD Group, headquartered in Rotterdam, The Netherlands, is a leading global partner for the distribution and formulation of speciality chemicals and ingredients. IMCD is a strong, innovative business partner and solutions provider for producers of consumer, industrial and durable goods in multiple business sectors: Advanced Materials, Beauty & Personal Care, Coatings & Construction, Food & Nutrition, Home Care I&I (Industrial & Institutional), Industrial Solutions, Lubricants & Energy, and Pharmaceuticals.

In partnership with our suppliers, we offer a broad and deep product portfolio. With our over 80 application laboratories across 60 countries, we co-create formulations and offer solutions that allow our business partners to make products with a positive impact on the world of today and tomorrow. Our teams focus on providing commercial and operational excellence, using the best digital and logistics tools available to create a world of opportunity for our partners.

In 2025, with over 5,200 employees, IMCD realised revenues of EUR 4,779 million. IMCD N.V.’s shares are traded at Euronext Amsterdam (symbol: IMCD) and included in the Dutch ESG AEX index, as one of 25 companies within the AEX and AMX indices demonstrating best ESG practices.

Unleash a new element, Element [E]

IMCD has introduced a new, missing element to the chemical periodic table - Element [E]. For us, it stands for our Employees and their Entrepreneurial mindset, the driving force behind our success.

IMCD US is seeking a customer-focused Customer Care Specialist to join our team in the Westlake, OH office. This role is responsible for accurate order processing, proactive customer communication, and cross-functional coordination to ensure a seamless customer experience. The ideal candidate is detail-oriented, solutions-driven, and committed to exceeding customer expectations in a fast-paced, collaborative environment.

The Customer Care Specialist is responsible for accurate and timely entry of customer orders shipping from IMCD US warehouses or directly from principals and acknowledgements thereof, provide pricing information upon request, arrange special freight where required, provide tracking information upon request, process of returned material authorizations, timely processing of credit memos, incident reports, and ongoing upkeep of customer comments specific to individual requirements. Committed to the overriding goal of ensuring we meet or exceed our customer’s expectations by providing solutions, exploring opportunities for process improvements, and demonstrating commitment to building a better organization.

Successful candidates will be responsible to:

• Order Entry in ERP System (JDE – JD Edwards)
• Order Management
• Date management
• Customer follow up
• Follow up on warehouse shipments
• Principal follow up
• Product tracking
• Ability to build and sustain a supportive relationship with assigned Key Customer Accounts
• Processes credit memo and RGA/RMA as required
• Attend and participates in weekly alignment meetings and monthly department meetings
• Strong ability to develop and maintain working relationships with other IMCD departments and entities, to ensure customer success and satisfaction
• Ability to be professional with external and internal communications via email and phone
• Advocate policy and process improvements to enhance overall customer and employee satisfaction
• Assist supervisor with NCRs in Sales Force; conduct an initial review and facilitate action or communication as needed. Investigate and identify root causes of customer issues and NCR’s, providing feedback to supervisor to drive continuous improvement. (as requested)

Skills

• Possess excellent customer service skills and the ability to interact with customers and team-members in a professional manner
• Ability to multitask and switch focus quickly
• Ability to think independently and be resourceful
• Deadline-driven, detailed oriented, and conscientious
• Must possess good organizational skills and the ability to think strategically
• Proficient with common computer programs, including Microsoft Office
• Excellent written and verbal communication skills

Required Qualifications

• Associate degree or three years equivalent call center experience
• Customer service experience
• Computer experience

Desired Qualifications

• Bachelor’s degree
• Experience in a fast-paced environment

Competencies

• Business Acumen
• Problem Solving/Analysis
• Customer/Client Focus
• Communication Proficiency
• Teamwork Orientation

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job currently operates on a hybrid schedule rotating between in-office and remote work environments. This role routinely uses standard office equipment.

Position Type/Expected Hours of Work

This is a full‑time position, and the hours of work and days are Monday through Friday from 8 a.m. to 5 p.m., unless otherwise directed. Additional hours may be required as needed.

Travel

No travel is expected for this position.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

IMCD Offers

If you want to make a real difference and work for a growing and expertise-driven company, then we’d love to hear from you. We’re looking for people who are experts in their field, be it technical, commercial, or managerial. 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. We are committed to delivering value and acting responsibly. As we grow, we keep our founders’ entrepreneurial spirit intact, creating a world of opportunity. As a truly international company, we have a presence in cities including Singapore, Melbourne, Milan, Cologne, Paris, Zurich, Los Angeles, São Paulo and Toronto. Our Group Office is in Rotterdam, the Netherlands and our shares are traded on the Amsterdam Euronext market, where we are part of the large cap AEX index.