Customer Service Representative

The Customer Care Representative effectively and efficiently manages Customer Care responsibilities.Essential FunctionsAnswer phones and direct customers to correct contact and/or assist them.Serve as secondary point of contract for customer accounts that require 24/7 availability/support. This is a minimum of 5 week requirement per yearReceive and verify customer purchase orders, then enter them into the ERP systemMaintain proactive communication with customers, keeping them informed about their order status to foster strong business relationships and ensure customer satisfactionParticipate in weekly sales calls to escalate customer issues to the businessContinually update the ERP system with current customers and contact information.On-board and set up new accounts in the ERP systemResolve issues promptly and professionallyCoordinate transport, including hazardous and non-hazardous products, with carriers for both bulk and packaged goodsWork with freight and logistics coordinators to arrange air, hot-shot and/or export ordersCoordinate product collection and dispatch readiness with planning/manufacturing and warehousesCollaborate closely with the sales force to enhance customer satisfactionLiaise with technical team to ensure chemical compatibility and assist with customer inquiriesAccompany Sales Managers on customer visits as needed, contributing a customer care perspective to discussions.Work with the finance department to resolve billing and invoice issuesRecord and address all customer complaintsAdhere to company processes, procedures, and compliance protocols.Prepare and issue documentation (COA, SDS, PDS, etc.) according to customer requirementsManage customer inventories and plan timely and cost-effective deliveries for both Innospec and customersAvailable for after hour assistance as neededProvide after-hours assistance and cover on-call phone shifts as requiredRole RequirementsExcellent communication skills, both verbal and writtenStrong attention to detail, problem solving and decision-making skillsProficiency in technology, such as ERP system, Microsoft software, CRM tools, communication platforms, etc.Commitment to continuous learning and professional developmentEffective conflict resolution skillsStrong work ethic, organization, and time management skillsIn-office presence required 3-5 days per week.Management of logistics to deliveryMaster Data Management including Customer Information and PricingRepresenting Innospec on customer related calls

Created: 2025-06-09