Customer Service Representative UK

Trafford Park, Manchester (UK) - 

Position summary

Italmatch Chemicals Group is Global Company, leader in manufacturing and sales of organic and inorganic specialty chemicals, polymers, lubricants and water additives. To provide comprehensive customer service to a worldwide customer base through effective order management, inquiry handling and information provision.  To accurately record and process all information pertaining to commercial transactions such that all financial and legal obligations are fulfilled.

Position requirements


  1. Highly motivated team player with a strong customer focus
  2. Excellent interpersonal skills and the ability to manage demanding situations, always presenting a professional company image
  3. Highly dependable with a strong sense of urgency
  4. Organised with a strong attention to detail, ability to manage multiple tasks
  5. Well developed verbal and written communication skills


  1. Some technical / chemical experience is an advantage
  2. Sound knowledge of SAP ERP system, shipping regulations and product hazards


  1. High School education
  2. Some college preferred

Physical characteristics of the position

  • This position is primarily office based desk work with computer/telephones.
  • Will involve light manual handling on occasion and regular VDU assessment.

Major responsibilities

  1. Provide an efficient order management service including order receipt, entry, acknowledgement and scheduling to agreed deadlines, billing and after sales service; ensure compliance with all international legal and fiscal regulations.
  2. Work effectively with Supply and Logistics staff to ensure product availability and inform customer of status in the event of any delays; Maintain close contact with customers and sales, regarding product availability both to inform and elicit information relating to sales forecasting.
  3. Ensure efficient handling of all inquiries from customers, sales and agents relating to orders, prices, invoices etc.; provide all required documentation and information
  4. Ensure credit control compliance, manage other forms of payment where relevant, always presenting documents accurately and on time.
  5. Ensure that all customer concerns are effectively handled. Manage all returns and claims.
  6. Complaints management – Entry and monitor. Feedback to Team Lead and Commercial Team.
  7. Regional OTIF focus with scheduled feedback to Team Lead.
  8. Work closely and effectively with relevant sales representatives, carrying out any requested actions and advising on all matters relating to their markets and customers.
  9. Perform other duties as assigned by the Team Lead.
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