Customer Service Representative - IMCD US

IMCD Group; United States; Hybrid; USD 36,000 - 48,000; Full time

Job summary

IMCD US in Westlake, OH is seeking a Customer Service Representative to deliver accurate order processing, proactive client communication, and cross-functional coordination for a seamless customer experience.

You will manage orders in the ERP system (JDE), follow up with warehouses, build relationships with key accounts, and contribute to continuous improvement of processes in a fast-paced, collaborative environment.

Qualifications

• Associate degree or three years equivalent call center experience.
• Customer service experience.
• Computer experience.
• Diploma.
• Experience in a fast-paced environment.

Responsibilities

• Process orders accurately in ERP system (JDE) and manage order entries.
• Coordinate with warehouses and follow up on shipments.
• Maintain data and dates for orders and customers.
• Build and sustain relationships with assigned key customer accounts.
• Process credit memos and returns as required.
• Attend weekly alignment meetings and monthly department meetings.
• Communicate professionally with customers and internal teams to drive improvements.

Skills

Customer service

Order entry

Date management

Cross-functional coordination

Communication

Multitasking

Organizational skills

Problem solving

Education

Associate degree or 3 years call center experience

Diploma

Tools

JD Edwards (JDE)

MS Office

Job description

Remote

Customer Service Representative

IMCD US is seeking a customer-focused Customer Service Representative 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.

COMPANY BACKGROUND

IMCD US is a leading global distribution partner and formulator of specialty chemicals and ingredients. An entrepreneurial group founded IMCD in 1995 in the Netherlands. Our vision to transform the distribution industry by continuously adding value to the supply chain through expertise and innovation, is what still drives us today.

Today, we have operations in over 50 countries, where we successfully combine local knowledge with global expertise to obtain sustainable results. IMCD is a strong, innovative business partner and accelerator of solutions for suppliers and producers of consumer, industrial and durable goods in diverse business sectors. Our commercial excellence and solid operations structure facilitate healthy growth.

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:

• Diploma
• 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.