Customer Service Representative

A vacancy has arisen for a Customer Service Representative to work in the Performance Chemicals Supply Chain team at Ellesmere Port.

Overall purpose of the role is to enhance customer relationships whilst organising the safe, cost-effective movement of products to meet customer requirements.

• Customer focused: Driven to provide outstanding customer service. The candidate should be able to effectively address complex customer requests and proactively follow up on deliveries, enquiries, and issues. Building excellent relationships with customers and going the extra mile to ensure Innospec remains as first choice.

• Manages customer, internal and external expectations and relationships whilst striving to constantly improve Customer satisfaction

• Collates and prepares all relevant documentation applicable to each movement – (e.g. Certificates of Analysis, Customs and Shipping invoices, Packing Lists, Consignment Notes/Delivery Notes, invoices etc.)

• Books final dates for orders and maintains system dates, keeping all orders current and accurate

• Import/Export: Knowledge in both import and export (EU and ROW) is an advantage.

• Diligence and attention to detail is required at all times – especially when raising appropriate export documentation (to a first-rate standard).

• Continuous Improvement: Has a CI mentality. Always thinking of improvements that will improve customer service, balance costs and drive excellence

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and assist in closing all Customer complaints within 2 months.

• System Knowledge: Has sufficient ERP knowledge to fulfil this and any other role within the Customer Care team (including advanced troubleshooting). Experience of SAP would be a bonus. An intermediate level of Excel, Word, PowerPoint and Outlook is also required.

• Participates in Supply Chain projects as and when required

• Language: Fluent in French, Spanish or Italian would be beneficial

Person Spec

• Highly Customer Focused
• Excellent communication skills, both verbal and written
• Knowledge of export orders
• Ability to manage time well and prioritise work patterns
• Previous experience within a Supply Chain environment
• Team Player
• SAP – ERP Platform knowledge, Excel, Word, PowerPoint and Outlook

Employee Benefits

As an organisation, we are committed to ensuring that Innospec is a great company to

work for and invest significantly in the development of our employees to meet this

ambition.

The successful candidate will receive a competitive salary alongside the following benefits:

• Up to 10% employee, 15% employer pension contributions
• Bonus Scheme
• Private medical Insurance
• 6 x salary death in service benefit

About Innospec

Innospec is a global specialty chemicals company focused on bringing innovative new

technologies to market combined with a fast and responsive service. We serve a range

of industries across the world, bringing our products to customers in markets from

oilfields, fuels, refineries and power stations to personal care and performance

chemicals.

Our global team of approximately 2,000 employees spans 24 countries, applying their

extensive experience and market understanding to customers’ local needs. Integrating our global footprint with local service capability enables us to supply quality products

that meet and anticipate changing market dynamics.