Customer Service Representative
The Company
The world’s leading supplier of mineral-based specialty solutions for industry with 14,000 employees, operations in more than 40 countries, and €4.3 billion in revenue in 2022.
The Position
Customer Service RepresentativeJob Summary
KEY TASKS AND RESPONSIBILITIES
1. Order process management
Check, register and confirms customers' orders
Encode order with shipment date and liaise with contracted haulier to organize shipment
Communicate with customer on shipment dates and adjustments
Book and closed orders after loading and delivery
2. Inventory tracking for customers
Manage consignment inventory tracking/ VMI and reconcile inventory monthly
3. Billing
Daily processing of domestic and export invoices for customer orders (invoices issued by finance department)
Initiate approval of billing to finance department
Input data in ERP
Manage rebates & commissions
Review data and correct discrepancies as needed
Maintain customer invoice files for archive in customer files (electronic or non electronic)
Manage and improve billing process and participate in ERP implementation as needed
4. Customer communication
Be the point of contact for allocated customers on all information requests, complaints, etc.
Directly collect information and communicate to customer when possible (e.g. shipment tracking)
Liaise with ""complaints, samples & regulatory coordinator"" for requests requiring task allocation and follow-up with other functions (e.g. operations)
5. Customer requests coordination (not directly answered by Customer Service)
Allocate tasks to the right functions
Communicate back to Customer Service for customer information
Follow-up on tasks allocated with relevant functions (e.g. following up on samples send-out from plants) ● Manage recurring tasks (not following request from customer), e.g. safety data sheet"
Collect customer requests requiring task allocation and follow-up with other functions from Customer Service (e.g. complaints, samples, regulatory questionnaire)
JOB SPECIFICATIONS
Education and Experience requirements:
5 years experience in customer service & logistics in an international environment
Experience in or dealing with the neighboring functions of Customer Service (Sales/Sales Admin, Supply Chain & Logistics, Production, Finance) is an advantage in understanding and engaging them relevantly
Deep knowledge of customer journey improvement to drive customer centricity
Knowledge, skills, Imerys Leadership Behaviors
Customer focus and service orientation
Autonomous
Effective interpersonal and communication skills
Team Spirit and collaboration
Ability to challenge the status quo
Result oriented
Experience of CRM system (i.e.: SalesForce) and ideally Voice of Customers softwares (Qualtrics, …) - Knowledge of IFS or SAP would be a plus (new ERP to be implemented in the coming years)
Good knowledge on customs, import and export requirements
Languages: French, German and English: required C1 or C2
Position Type
Full timeand
PermanentOnly technical issues will be monitored through the below inbox:
recruiting.support@ imerys.com
PLEASE DO NOT SUBMIT RESUMES OR APPLICATIONS TO THIS EMAIL, AS THEY WILL NOT BE REVIEWED.
To ensure fairness and legal compliance in our recruitment processes, only applications received through the online application process will be considered.