Customer Service Representative

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 Sales Managers and 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 with 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.
• GMP or EFfCI ( The European Federation for Cosmetic Ingredients ) responsibilities as directed by our Good Manufacturing Process guidelines.

Role Requirements

• 3+ years in a manufacturing customer service environment
• Excellent verbal and written communication skills.
• Strong attention to detail with effective problem-solving and decision-making abilities.
• Proficiency in SAP 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 10% as needed for Annual and Quarterly Business Reviews, customer visits, and account or personnel transitions.