Operations Specialist
ICP Group
1 day ago
Full-time
On-site
San Juan, Puerto Rico, United States
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 comprised of leading brands known for innovation, quality, and performance. Founded in 2015 and supported by a lean corporate team, ICP Group has scaled rapidly through organic and acquisition growth into one of the largest coatings, adhesives, and sealants companies in North America. 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.
We are looking for an energetic and experienced Operations Specialist to join our team in Puerto Rico. The Operations Specialist provides frontline support for customer operations, ensuring smooth order management, warranty claims processing, and inspection scheduling. This role plays a key part in maintaining cross-functional coordination between customer service, sales, and logistics teams, while delivering exceptional customer experience and operational efficiency.
Responsibilities:
Job qualifications:
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.
We are looking for an energetic and experienced Operations Specialist to join our team in Puerto Rico. The Operations Specialist provides frontline support for customer operations, ensuring smooth order management, warranty claims processing, and inspection scheduling. This role plays a key part in maintaining cross-functional coordination between customer service, sales, and logistics teams, while delivering exceptional customer experience and operational efficiency.
Responsibilities:
- Serve as a primary point of contact for incoming customer inquiries via phone, email, or internal systems.
- Support order entry, confirmation, tracking, and fulfillment coordination across multiple product lines.
- Liaise with customers, manufacturing teams, and logistics partners to resolve service issues promptly.
- Maintain detailed and accurate records in ERP/CRM systems such as SysPro and Salesforce.
- Monitor inventory status, shipment timelines, and delivery exceptions in collaboration with the supply chain team.
- Work closely with the sales team to process warranty claims, including tracking documentation and providing timely status updates.
- Coordinate and schedule on-site inspections in response to service or warranty concerns.
- Compose, proof, and manage a variety of materials with high attention to detail and confidentiality.
- Prioritize and complete multiple tasks in a fast-paced environment while demonstrating reliability and a team-first mindset.
Job qualifications:
- High school diploma or GED required; one or more years of relevant experience or equivalent combination of education and training.
- Bilingual in English and Spanish (required).
- High level of interpersonal skills with the ability to handle sensitive and confidential situations with poise, tact, and diplomacy.
- Effective communication skills for interaction at all organizational levels.
- Proficiency with Microsoft Word, Excel, and database applications; experience with SysPro and Salesforce is a plus.
- Demonstrated attention to detail, organizational skills, and ability to meet deadlines.
- Proven ability to work efficiently in a fast-paced environment managing multiple competing priorities.
- Strong sense of teamwork and dependability.
- Standard working hours are Monday–Friday, 7:00 am–3:30 pm, with a 30-minute meal break.
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.