Job Summary

Bold. Energetic. Ingenious. Genuine. These qualities best describe employees who work for Ingevity. We believe it takes extraordinary people to create extraordinary results. At Ingevity, we harness the bold spirit, innate curiosity and remarkable ingenuity of our people to develop innovations that purify, protect and enhance the world around us. Our products enable oil to flow better, crops to grow fuller, roads last longer, and ensure that the air we all breathe is cleaner.

Already a leader in markets in which we compete, we leverage our deep technical expertise and knowledge of our customers’ industries to turn complex challenges into powerful possibilities and value-added solutions. We prize creativity and imagination and we’re always looking for a better, smarter way of doing things. We know it takes the right people with the right attitude to achieve the improbable. People who understand that there is no challenge too big and no contribution too small. People with the ability to solve and the commitment to stay the course. People who work together to create meaningful impact and exponential results, for our customers and the world around us.

We are looking for a skilled Focus account representative in Customer Service to build and maintain relationships with a portfolio of important customers. The goal is to contribute in sustaining and growing our business to achieve long term success. As Focus Account Representative, you will be part of a cross functional team that collaborates to meet internal objectives and exceed customer expectations.

Job Responsibilities

The following responsibilities are associated with this job role but are not limited to:

• Build trustful relationships with focus customers
• High focus on building customer intimacy and delivering exceptional customer service
• Work closely with other members of the customer service team to effectively manage customer orders and enquiries and communicate effectively with the customer to provide up to date information
• Collaborate with supply chain to maximize service levels and create a seamless experience for the customer
• Build strong internal relationships with the sales team to enable a collaborative working environment
• Actively support the sales team in customer meetings, both face to face and virtual
• Active participation in Focus account strategic meetings
• Work collaboratively with sales to understand the customers forecast and constrained forecast
• Work collaboratively with sales and product management to understand the customer pricing structure and oversee the updates in the system
• Accountability for the reporting of customer complaints within our system and subsequent communications back to the customer in a timely manner. The incumbent will also participate in a broader cross functional complaints team to ensure the root cause is identified and a corrective action is in place to avoid reoccurrence.
• Ensure customer satisfaction following resolution of customer complaint.
• Coordinate the resolution of credit issues with sales team, finance and the customer
• Follow up regularly with customers to obtain “voice of the customer”
• Keep the business updated on information relevant to the focus accounts
• Identify and lead on continuous improvement activities

Experience

• A minimum of 5 years’ experience in a senior customer facing role
• SAP experience, preferably S4 HANA - desirable
• European language skills are highly desirable
• Strong communication skills
• Strong problem solving and decision-making skills
• Export experience
• Relationship builder with the ability to win the trust and respect of internal and external customers

Behaviours

You will have a positive and flexible approach with a can-do attitude, be able to manage multiple relationships simultaneously and be able to communicate client needs and demands to the business. You will be a self-starter, creative problem solver and adaptable and open to change. You are someone who will take ownership and accountability to ensure full customer satisfaction.

EQUAL OPPORTUNITY STATEMENT

Ingevity as an equal opportunity employer bases its hiring decisions on the business need and the best qualified candidates available and does not discriminate in its employment decisions on the basis of any protected category. Candidates who are offered employment may be subject to background checks as permitted or required by company policy or applicable law.

Ingevity is committed to respecting your data privacy, to further understand how Ingevity uses your data please visit our website at https://www.ingevity.com/legal-privacy/

Ingevity is committed to being an Equal opportunity employer and aims to not discriminate unlawfully on any grounds.

Recruiting Agencies: Ingevity does not accept unsolicited resumes and therefore, will not be responsible for any fees associated with unsolicited resumes.