Customer Service Representative

Customer Service Representative

Croda, as a global leader in specialty chemicals, continues to succeed and strengthen its delivery of innovative, sustainable, and high-performance solutions. We are passionate and excited about how we can develop and utilize new technologies to shape and inspire changes within an ever-growing marketplace.

Incotec is our seed enhancement company, independently providing solutions through innovative technologies and services, focusing on customer needs.

Position Summary:

The Customer Service Representative is responsible to be the point of contact between a customer and INCOTEC, to ensure that customer orders are promptly and efficiently processed through to fulfillment in accordance, as far as possible, with customers' requests.

Duties & Responsibilities:

Provide exceptional customer service by promptly and professionally responding to customer inquiries and resolving issues.

Process customer orders/changes/returns according to established department policies and procedures.

Collaborate with other departments to assist with resolving customer inquiries or concerns (i.e. requests for pricing, product availability, order status, delivery, billing questions and technical issues).

Handles and resolves customer complaints in the best interest of both customer and company, escalating to management when necessary.

Maintains thorough and accurate customer records by updating all necessary systems, trackers, SAP modules and customer history details for seamless management.

Generate and distribute required reports to customers and internal departments.

Follow all ISO Procedures and Work Instructions.

Provide coverage and support as needed within department.

Contribute to team goals and initiatives to improve customer satisfaction and retention.

All other duties as assigned.

Knowledge and Experience (Qualifications):

3-5 years of previous Customer Service experience

Education and Training:

High School Diploma or equivalent

Skills and Abilities:

Communication:

Ability to problem solve complex customer issues via telephone, chat, and email.

Excellent communication skills; strong verbal and written communication skills.

Computer Skills:

Microsoft Office proficiency, including Outlook, Excel, Word, Teams, Power Point.

SAP experience, preferred.

Other Skills:

Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product.

Demonstrated ability to think analytically, precisely, and creatively.

Attention to detail, accuracy, and quality.

Organizational skills, time management skills and ability to multi-task.

Ability to prioritize multiple projects in a fast-paced business. Ability to adjust based on business needs and resources available.

Must adapt to changing customer needs and be flexible in resolving customer issues.

Self-motivated and able to work with little or no direct supervision.

Ability to work collaboratively with all internal departments. (A respectful can-do attitude)

Ability to prioritize workload and meet project deadlines using basic time management skills.

Physical Demands:

Able to walk, sit, and/or stand for a minimum of 8 hours per day. Required to move across production areas on uneven surfaces, climb stairs and ladders.

Croda recognizes employees as our strength and the diversity they bring to our workforce is directly linked to our ongoing success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including age, race, color, religion, national origin, gender, sexual orientation, gender identity, gender expression, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans. This Organization Participates in E-Verify.