Customer Service Representative

4 weeks ago

Englewood, United States Innospec Inc. Full time
  • Answer phones and direct customers to correct contact and/or assist them.
  • as secondary point of contract for customer accounts that require 24/7 availability/support. This is a minimum of 5-week requirement per year possibly more.
  • 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.
  • Additional duties and responsibilities as assigned.
  • In-office presence required 3-5 days per week.

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