Customer Service Manager

The Company

Imerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.6 billion in revenue and 12,400 employees in 40 countries in 2024. 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.

Imerys is listed on Euronext Paris (France) with the ticker symbol NK.PA.

The Position

Job Summary

The Customer Service Manager will oversee Customer Service representatives; responsible for providing a strong customer experience through accurate and prompt order entry and fielding customer inquiries, customer communications, establishing and improving existing processes, creating and managing KPI’s targeting an improved customer experience. The manager will mentor and develop the Customer Service representatives and promote a productive work environment for the team and with cross-functional partners. The position will own the tactical execution of the day-to-day Customer Service responsibilities for a specific business, domestic only.

Key Tasks and Responsibilities

Mentor and grow team members - coaching, career development, talent assessment, understand and leverage individuals’ skills and interests
Create a collaborative, inclusive and productive work environment
Manage workload of team and ensure business continuity
Collaborate with cross-functional team members to profitably service customers
Measure key performance indicators and service level agreements
Conduct root cause analysis and identify opportunities for process improvements and team efficiencies and drive action plans
Implement training guides, schedules and process tools
Collaborate with peers to share best practices and standardize processes where appropriate
Keep fluid and effective communication with customers.

Skills and Attributes Requirements

Ability to coach, develop and motivate a team
Excellent communicator with the ability to communicate and collaborate with all levels of management
Strong understanding of the Order to Cash process
Ability to multitask and prioritize workload under pressure while maintaining a positive attitude
Strong problem-solving and analytical skills
Ability to work in a matrix environment
Process driven and ability to quickly learn new systems and implement change within the team

Education/Experience Requirements

High School diploma required , Bachelor’s degree preferred
Minimum 3 years’ experience in customer service, analytics, billing or supply chain preferably in a manufacturing environment
Demonstrated management/leadership skills
Minimum 2 years’ experience with ERP database system , preferably SAP or MS AX
Preferred experience with a CRM software such as Salesforce

Environment

Work performed in an office environment. Sitting frequently up to 70% of the work time. Standing and walking up to 30% of work time. 20% Travel. Constantly communicating (written/oral).

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.