Job Description
The Customer Service Representative provides responsive end‑to‑end support for customer accounts by managing inquiries, processing orders, coordinating logistics, resolving issues, and maintaining strong communication across customers and internal teams.
Essential Functions
- Answer phones, direct customers to the appropriate contact, and/or provide direct assistance.
- Receive and verify customer purchase orders and enter them into the ERP system, ensuring same-day processing for some orders in the allocated time frame and next-business-day processing for orders received after the allocated time frame.
- Maintain proactive communication with customers by providing timely updates on order status, delivery schedules, and issue resolution to foster strong business relationships and ensure customer satisfaction.
- Participate in weekly sales calls to escalate customer issues and align business priorities.
- Continually update and maintain customer master data in the ERP system, including customer information, contact details, and pricing.
- Onboard and set up new customer accounts in the ERP system.
- Resolve customer issues and complaints promptly, professionally, and to the customer’s satisfaction, ensuring all complaints are recorded, submitted, and addressed.
- Coordinate transportation for hazardous and non-hazardous materials, including both bulk and packaged goods, ensuring compliance with applicable regulations.
- Work closely with freight and logistics coordinators to arrange ground, air, hot-shot, and export shipments.
- Manage logistics from order placement through final delivery, coordinating product collection and dispatching readiness with planning, manufacturing, and warehouse teams.
- Collaborate closely with the sales force, including the Director of Wholesale & Co-Manufacturer, North America, to enhance customer satisfaction and support account objectives.
- Liaise with the technical team to ensure chemical compatibility and assist with customer technical inquiries.
- Accompany the Director of Wholesale & Co-Manufacturer, North America on customer visits as needed, providing a customer care perspective during discussions.
- Build and maintain customer trust through effective communication via telephone, email, Microsoft Teams, and in-person interactions.
- Assist the Director of Wholesale & Co-Manufacturer, North America with demand forecasting and tracking the status of Supply Agreements and NDAs.
- Work with the Finance department to resolve billing and invoicing issues as a priority.
- Prepare, issue, and maintain required customer documentation, including COA, SDS, PDS, and other regulatory or customer-specific documents.
- Manage customer inventories, as required, and plan timely and cost-effective deliveries for both Innospec and its customers.
- Provide after-hours assistance, including coverage of on-call phone shifts, as required.
- Represent Innospec professionally on all customer-related calls, meetings, and communications.
- Adhere strictly to all company processes, procedures, compliance protocols, and firewall/security requirements.
Role Requirements
- Excellent verbal and written communication skills.
- Strong attention to detail with effective problem-solving and decision-making abilities.
- Proficiency in ERP systems, Microsoft Office applications, CRM tools, and communication platforms.
- Strong organizational, time management, and multitasking skills.
- Effective conflict resolution and customer relationship management skills.
- Commitment to continuous learning and professional development.
- Strong work ethic, professionalism, and a trustworthy, professional appearance.
- Availability for after-hours and on-call support as required.
- Ability to travel up to 25% as needed for Annual and Quarterly Business Reviews, customer visits, and account or personnel transitions.