Customer Service Supervisor (ITWA - Ceramics)

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

KEY TASKS AND RESPONSIBILITIES

Order process management (Order to Cash - O2C & Care to Retain - C2R )

Punch in the customers' orders (internal & 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 customers’ requirements and Source Plant’s capability. Follow Service Level Agreements (SLAs).
Liaise with Source Plant’s logistic coordinator to organise shipment to ensure on time shipment in full
Generate Order confirmation and communicate with Destination CS team in APAC and EMEA on shipment dates and adjustments
Ensure customer service requirements for all shipments into the servicing region, trade bookings, and documentation and counter requirements. Knowledge of export transaction is a prerequisite and must be able to effectively troubleshoot any issues that may arise.

Support in new business partner creation (FOB incoterm vendor) P2C, credit application, credit release application, credit note / debit note request if needed.
Support in both Internal & External Audit
Provide backup for other customer service teams as required.

Billing & Shipping Document

Maintain Shipping 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 in collaboration with Destination CS APAC, EMEA, PMA Sales and EMEA Intercompany

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)
Keep a good relationship with customers and maintain a high level of customer satisfaction

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)

JOB SPECIFICATIONS

Education:

Bachelor’s degree or above, preferable in Supply Chain/Logistic/Business Administration.

Typical Profile:

Customer Service Lead/Manager in a manufacturing industry (preferable Metals & Minerals, Construction Products (cement, glass, ceramics, steel etc)
Customer oriented profile with previous Sales/Sales Admin exposure

Experience:

05+ years of experience 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 complaint from customers and solving complex client situations is an advantage
Deep knowledge of customer journey improvement to drive customer centricity

Languages:

Proficient in English.

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.