The Customer Care Representative effectively and efficiently manages Customer Care responsibilities.
Essential Functions
- 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 customers 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 the 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
Role 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
- In-office presence required 3-5 days per week.
- Management of logistics to delivery
- Master Data Management including Customer Information and Pricing
- Representing Innospec on customer related calls