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Banner Química, an IMCD company · 10 hours ago

Customer Service Representative

Brea, CA

Full-time

Hybrid

Entry Level

$23/hr - $25/hr

3+ years exp

IMCD US is a leading global distribution partner and formulator of specialty chemicals and ingredients. The Customer Service Representative is responsible for accurate order entry, managing customer orders, providing pricing information, and ensuring customer satisfaction through effective communication and problem-solving.

ChemicalHome Health CareManufacturing

Responsibilities

Order Entry in ERP System (JDE – JD Edwards)

Order Management

Date management

Customer follow up

Follow up on warehouse shipments

Principal follow up

Product tracking

Ability to build and sustain a supportive relationship with assigned Key Customer Accounts

Processes credit memo and RGA/RMA as required

Attend and participates in weekly alignment meetings and monthly department meetings

Strong ability to develop and maintain working relationships with other IMCD departments and entities, to ensure customer success and satisfaction

Ability to be professional with external and internal communications via email and phone

Provide support on the floor, address inquiries, and resolve issues within position scope

Host virtual office hours and field questions from customer service representatives

Advocate policy and process improvements to enhance overall customer and employee satisfaction

Review all team watchlists, cross functional report, open cases and exceptions and share with the team to be addressed. Identify trends, issues, and performance concerns

Initiate cross-functional collaboration on behalf of the business line to address and resolve complex order management issues (as identified above)

Assist supervisor with NCRs in Sales Force; conduct an initial review and facilitate action or communication as needed. Investigate and identify root causes of customer issues and NCR’s, providing feedback to supervisor to drive continuous improvement. (as requested)

Assist in training support and/or oversight of new personnel (as requested)

Update and revise work instructions for the Customer Care team

Participate in testing and development of new processes and policies

Facilitate micro-training sessions as needed

Qualification

Order Entry in ERP SystemCustomer Service ExperienceMicrosoft OfficeProblem SolvingBusiness AcumenMultitaskingDeadline-drivenCommunication ProficiencyTeamwork OrientationOrganizational Skills