Customer Service (International)

The Company

Imerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.8 billion in revenue and 13,700 employees in 54 countries in 2023. The Group offers high value-added and functional solutions to a wide range of industries and fast-growing markets such as solutions for the energy transition and sustainable construction, as well as natural solutions for consumer goods. Imerys draws on its understanding of applications, technological knowledge, and expertise in material science to deliver solutions which contribute essential properties to customers’ products and their performance. As part of its commitment to responsible development, Imerys promotes environmentally friendly products and processes in addition to supporting its customers in their decarbonization efforts.

The Position

Job Summary

KEY TASKS AND RESPONSIBILITIES

Order process management
- Punch in the customers' orders (internal and external) into local country / out of the country (Source Plant) ERP system and validate the order context according to internal (i.e.: Trading Hub) / external customer’s requirement and Source Plant’s capability. Follow Service Level Agreements (SLAs).
- Direct trading: Raise a Purchase Request and follow up the approval to generate the purchase order from the local country/region ERP system, coordinate transportation to customers with Supply Chain team and related Payables follow-up, PO receipt for accruals.
- Encode order with shipment date and liaise with Source Plant’s logistic coordinator to organize shipment
- Communicate with internal / external customer on shipment dates and adjustments
- Ensure customer service requirements for all imports shipments into the servicing region, trade bookings, and documentation and counter requirements. Knowledge of local and export legislation is a prerequisite and must be able to effectively troubleshoot any issues that may arise.
- Support in credit application, credit release application, credit note / debit note request if needed.

Containers movement tracking
- Closely monitor the containers’ movement until the containers arrive at the destination.

Billing
- Maintaining documentation as per the international trade norms
- Timely processing of invoices for customer orders
- Input data in ERP
- Review data and correct discrepancies as needed
- Maintain customer invoice files for archive in customer files (electronic or non electronic)
- Manage billing process and participate in ERP implementation as needed

Customer communication
- Be the single 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)

Customer requests coordination (not directly answered by Customer Service)
- Collect customer requests requiring task allocation and register in CRM. Follow-up with other functions from Customer Service (e.g. complaints, samples, regulatory questionnaire)
- Communicate back to Customer Service for customer information
- Follow-up on tasks allocated with relevant functions until it’s closed (e.g. following up on samples sent-out from plants, complaint status, sample status and regulatory questionnaire … etc)

Liasioning with external agencies like Customs, Shipping Agency and Banks for smooth functioning if needed

JOB SPECIFICATIONS

- Bachelor’s degree or above

- Customer oriented profile with previous Sales/Sales Admin exposure

- 2-5 years of experience in customer service with knowledge in manufacturing.
- Hands-on experience in Business Transfer and International Trade as well as Letter of Credit handling, incoterm, etc..
- Proven experience in a CRM program is an advantage.
- Experience in handling complaints from customers and solving complex client situations is an advantage
- Deep knowledge of customer journey improvement to drive customer centricity
- Proficient in English. Fluent in the language(s) of the customers and CS team members of the Region is an advantage (Region: SEA - English, Thai)

Position Type

Full time

and

Permanent

Only 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.

IMERYS is an Affirmative Action and Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws.