Customer Care Specialist

Customer Care Specialist

About IMCD Group
IMCD Group, headquartered in Rotterdam, The Netherlands, is a leading global partner for the distribution and formulation of speciality chemicals and ingredients. IMCD is a strong, innovative business partner and solutions provider for producers of consumer, industrial and durable goods in multiple business sectors: Advanced Materials, Beauty & Personal Care, Coatings & Construction, Food & Nutrition, Home Care I&I (Industrial & Institutional), Industrial Solutions, Lubricants & Energy, and Pharmaceuticals.

In partnership with our suppliers, we offer a broad and deep product portfolio. With our over 80 application laboratories across 60 countries, we co-create formulations and offer solutions that allow our business partners to make products with a positive impact on the world of today and tomorrow. Our teams focus on providing commercial and operational excellence, using the best digital and logistics tools available to create a world of opportunity for our partners.
In 2025, with over 5,200 employees, IMCD realised revenues of EUR 4,779 million. IMCD N.V.’s shares are traded at Euronext Amsterdam (symbol: IMCD) and included in the Dutch ESG AEX index, as one of 25 companies within the AEX and AMX indices demonstrating best ESG practices.

Unleash a new element, Element [E]
IMCD has introduced a new, missing element to the chemical periodic table - Element [E]. For us, it stands for our Employees and their Entrepreneurial mindset, the driving force behind our success.

IMCD US is seeking a customer-focused Customer Care Specialist to join our team in the Westlake, OH office. This role is responsible for accurate order processing, proactive customer communication, and cross-functional coordination to ensure a seamless customer experience. The ideal candidate is detail-oriented, solutions-driven, and committed to exceeding customer expectations in a fast-paced, collaborative environment.

The Customer Care Specialist is responsible for accurate and timely entry of customer orders shipping from IMCD US warehouses or directly from principals and acknowledgements thereof, provide pricing information upon request, arrange special freight where required, provide tracking information upon request, process of returned material authorizations, timely processing of credit memos, incident reports, and ongoing upkeep of customer comments specific to individual requirements.  Committed to the overriding goal of ensuring we meet or exceed our customer’s expectations by providing solutions, exploring opportunities for process improvements, and demonstrating commitment to building a better organization. 

Successful candidates will be responsible to:
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
Advocate policy and process improvements to enhance overall customer and employee satisfaction
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)

Skills:
Possess excellent customer service skills and the ability to interact with customers and team-members in a professional manner
Ability to multitask and switch focus quickly
Ability to think independently and be resourceful
Deadline-driven, detailed oriented, and conscientious
Must possess good organizational skills and the ability to think strategically 
Proficient with common computer programs, including Microsoft Office
Excellent written and verbal communication skills

Required Qualifications:
Associate degree or three years equivalent call center experience
Customer service experience
Computer experience

Desired Qualifications:
Bachelor’s degree
Experience in a fast-paced environment

Competencies:
Business Acumen
Problem Solving/Analysis
Customer/Client Focus
Communication Proficiency
Teamwork Orientation

Supervisory Responsibility:
This position has no supervisory responsibilities.

Work Environment
This job currently operates on a hybrid schedule rotating between in-office and remote work environments. This role routinely uses standard office equipment.

Position Type/Expected Hours of Work
This is a full-time position, and the hours of work and days are Monday through Friday from 8 a.m. to 5 p.m., unless otherwise directed. Additional hours may be required as needed.

Travel
No travel is expected for this position.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

IMCD Offers
If you want to make a real difference and work for a growing and expertise-driven company, then we’d love to hear from you. We’re looking for people who are experts in their field, be it technical, commercial, or managerial. By joining IMCD, you’ll be part of an entrepreneurial, fast-growing group of ambitious and like-minded professionals, where you’ll have the freedom to make your own mark. We are committed to delivering value and acting responsibly. As we grow, we keep our founders’ entrepreneurial spirit intact, creating a world of opportunity. As a truly international company, we have a presence in cities including Singapore, Melbourne, Milan, Cologne, Paris, Zurich, Los Angeles, São Paulo and Toronto. Our Group Office is in Rotterdam, the Netherlands and our shares are traded on the Amsterdam Euronext market, where we are part of the large cap AEX index.