Lead Customer Care Representative

Innovative Chemical Products Group (ICP Group) is a leading formulator and manufacturer of specialty coatings, adhesives, and sealants serving the construction and industrial end markets. ICP Group is organized into two separate business groups, ICP Building Solutions Group and ICP Industrial Solutions Group, comprised of market leading brands known for innovation, quality, and performance. ICP Group is headquartered in Andover, MA and has manufacturing and distribution sites throughout North America, Latin America, UK, Europe, and the Asia Pacific region. Visit us at www.icpgroup.com to learn more.

ICP Group is looking to hire a Lead, Customer Care Rep for our Andover, MA location. In Customer Care our mission is "To provide best in class customer care, so we are, without fail, our customer's #1 choice for all of their needs."

The chosen candidate will take on this responsibility with ambition and understand that every interaction with a customer is an opportunity to build brand awareness and reputation. The lead will be key, to help reposition the Customer Care Department to function as a revenue driver. We want you, pack leader, to mentor, coach and cheer the team on to create a positive environment of growth and development.

This is a career where you will truly be valued, receive excellent compensation, and benefits while growing with a team in a hands-on role where you will truly make an impact.

If you are a skilled professional who is highly motivated to mentor and consistently stands at the front of the pack, we want to talk to you!

Key Responsibilities:

• Maintain account relationships with key decision-makers at dealer/distribution accounts.
• Provide Training and retrains of system applications I.e., ERP, Salesforce, and Sage
• QA orders and calls to make certain the CCR are "caught in act" of going above and beyond to provide excellent service and order accuracy.
• Continuous improvements recommendations to help reduce cost reduce duplication of tasks.
• Ability to solve problems, manage deadlines, resolve any conflicts that arise.
• Staff recruiting, selecting, onboarding, and training.
• Complete other duties as assigned.

Requirements:

• 3-5 years of experience in a customer service role, leadership experience a plus
• Strong written and verbal communication skills
• Microsoft Office Suite of Teams, Word, Excel, and PowerPoint.

Hiring preference to internal candidates

ICP Group is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.