Customer Service Representative

The Customer Service Representative effectively and efficiently manages Customer Care responsibilities.

Essential Functions

• Answer 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 year
• Receive and verify customer purchase orders, then enter them into the ERP system
• Maintain proactive communication with customers, keeping them informed about their order status to foster strong business relationships and ensure customer satisfaction
• Participate in weekly sales calls to escalate customer issues to the business
• Continually update the ERP system with current customers and contact information.
• On-board and set up new accounts in the ERP system
• Resolve issues promptly and professionally
• Coordinate transport, including hazardous and non-hazardous products, with carriers for both bulk and packaged goods
• Work with freight and logistics coordinators to arrange air, hot-shot and / or export orders
• Coordinate product collection and dispatch readiness with planning / manufacturing and warehouses
• Collaborate closely with the sales force to enhance customer satisfaction
• Liaise with technical team to ensure chemical compatibility and assist with customer inquiries
• Accompany Sales Managers on customer visits as needed, contributing a customer care perspective to discussions.
• Work with the finance department to resolve billing and invoice issues
• Record and address all customer complaints
• Adhere to company processes, procedures, and compliance protocols.
• Prepare and issue documentation (COA, SDS, PDS, etc.) according to customer requirements
• Manage customer inventories and plan timely and cost-effective deliveries for both Innospec and customers
• Available for after hour assistance as needed
• Provide after-hours assistance and cover on-call phone shifts as required

Role Requirements