Customer Services Representative

Founded in 1946, we have grown to become a global specialty chemicals company that is a leading manufacturer of protective materials for high-reliability applications across diverse market sectors. Today we employ nearly 800 people and continue to grow and strengthen our business by employing a related diversification strategy that combines organic growth initiatives with strategic acquisitions. Based in Westwood, Massachusetts, USA, we operate manufacturing facilities in the United States, Europe, and Asia and continue to invest in our capabilities in order to deliver value to our global customer base demands.

HumiSeal is a leading manufacturer of protective coatings and encapsulants for electronics. As part of Chase Corporation, HumiSeal serves customers across the EMEIA region, delivering high-reliability solutions for demanding applications.

Role Overview

The Customer Services Representative is responsible for the end-to-end management of orders for both Domestic and Export Sales. This role acts as a key liaison between customers, internal departments, and external partners to ensure timely, accurate, and efficient service. The representative supports all aspects of customer interaction, maintaining a high level of customer satisfaction and service quality.

Key Responsibilities

• Receive and process customer orders (via email and customer database) following the same-day response procedure, ensuring timely issuance of formal order acknowledgements.
• Handle inbound enquiries received via email, phone, and online platforms. Direct queries to the appropriate department as required.
• Liaise with the Accounts Department to review customer account status, especially when an account is placed on hold during order entry.
• Work closely with the Despatch Department, providing all necessary details and documents to ensure accurate and timely shipment of orders.
• Actively participate in departmental meetings and contribute to team objectives.
• Log customer complaints, collaborate with relevant departments to investigate issues, and process credit documentation promptly.
• Carry out any additional tasks that support the wider customer service activities of the company.
• Use the appropriate tools, systems, and procedures to provide accurate, valid, and complete information to customers.

Key Qualifications & Skills

• Demonstrates a strong commitment to delivering excellent customer service.
• Able to communicate clearly and professionally with customers and colleagues at all levels.
• Ensures accuracy in all tasks, including order entry, documentation, and communication.
• Capable of handling multiple tasks while working effectively with other functions and departments.
• Works methodically, prioritises workloads effectively, and meets required deadlines.
• Proficiency in English is essential. French is beneficial.
• Works well as part of a team while also being self-motivated and able to work independently when required.
• Remains calm and effective when working against tight shipping deadlines.
• Experience with sales order entry databases (e.g., Oracle, Salesforce) is advantageous but not essential—full training will be provided.
• Confident in using Microsoft and Windows applications including Word, Excel, Outlook, and Teams.
• Knowledge of quality systems such as ISO 9001 is advantageous.