Customer Service Representative

The Customer Service Representative serves as a key point of contact for customers, supporting order management, account coordination, and timely issue resolution. This role is responsible for processing purchase orders, maintaining accurate customer information, and coordinating shipments.Essential FunctionsServe as a primary customer contact by answering calls, directing inquiries, providing timely support, and maintaining proactive communication on order status, delivery updates, delays, and service needsReceive, verify, and enter customer purchase orders into the ERP system while managing end-to-end order processing from entry through fulfillment for domestic and international customersCreate and manage purchase orders for blind and direct shipments and coordinate freight needs including air, hot-shot, export, bulk, and packaged shipmentsCoordinate transportation for hazardous and non-hazardous products with approved carriers, including tendering shipments and supporting timely deliveryCoordinate product availability, demand planning, collection, and dispatch readiness with supply chain, planning, manufacturing, warehouse, freight, and logistics teamsMonitor customer inventory levels, support replenishment planning, maintain safety stock awareness, and plan timely, cost-effective deliveries for the company and customersMaintain accurate customer, account, contact, inventory, and order information in the ERP system and prepare inventory or status reports as neededOnboard and set up new customer accounts in the ERP systemResolve customer issues, operational incidents, non-conformances, and complaints promptly and professionally while following company processesCollaborate with sales, technical, finance, logistics, and operations teams to support customer satisfaction, chemical compatibility inquiries, billing matters, and business escalationsPrepare and issue required customer documentation, including COA, SDS, PDS, and related documentsProvide secondary 24/7 support coverage for designated customer accounts, including a minimum five-week annual coverage requirementRole RequirementsExcellent verbal and written communication skillsStrong attention to detail, problem-solving, and decision-making skillsProficiency with ERP systems, Microsoft Office, CRM tools, and related technologyStrong organization, time management, and follow-through skillsAbility to manage multiple priorities in a fast-paced, customer-focused environmentAbility to collaborate cross-functionally with internal teamsAvailability to provide after-hours support as requiredEnvironmental Restrictions Ability to perform essential job duties in both indoor and outdoor environments, including offices, facilities, and external job sites.Regular exposure to varying weather conditions, noise, dust, moving equipment, and uneven terrain.Physical requirements may include sitting, standing, walking, lifting, carrying, bending, reaching, and operating tools or equipment as necessary to perform job responsibilities.Regular attendance and adherence to company safety policies are required.In accordance with the Americans with Disabilities Act and applicable state laws, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.Fraud AlertWe have been made aware of communications being sent from email addresses using the domain . These communications are not associated with Innospec. Individuals may have been contacted directly or may have interacted with communications using this domain. If you receive a communication from this domain, we recommend that you do not provide personal, financial or other sensitive information. If you receive a message claiming to be from Innospec and are unsure of its authenticity, please exercise caution and verify the communication through the contact details available on our official website. If you believe you have received a suspicious communication, please report it to your email provider and contact Innospec directly.