Job Description
We are looking to add a Customer Care Representative to our fast growing team in Englewood, CO. This position is in person at our Englewood office.
Responsibilities:
· 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 customer 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 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.
· In-office presence required.
Requirements:
Excellent communication skills, both verbal and written
Strong attention to detail, problem solving and decision-making skills
Proficiency in technology, such as ERP system, Microsoft software, CRM tools, communication platforms, etc.
Commitment to continuous learning and professional development
Effective conflict resolution skills
Strong work ethic, organization, and time management skills