Customer Service Representative
The world leader in mineral-based specialty solutions for industry, with over 16,000 employees and over 200 sites worldwide, Imerys delivers high value-added, functional solutions to diversified set of industrial sectors, from processing industries to consumer goods. The Group draws on its knowledge of applications, technological expertise and its material science know-how to deliver solutions based on beneficiation of its mineral resources, synthetic minerals and formulations. These contribute essential properties to customers’ products and performance, including refractoriness, hardness, conductivity, opacity, durability, purity, lightness, filtration, absorption and repellency. Imerys is determined to develop responsibly, in particular by fostering the emergence of environmentally-friendly products and processes.
If you want to grow your skills and develop your career, find out more at www.imerys.com
The PositionCustomer Service Representative
Manage customer relationship following closing of sales (be the point of contact of the customer)
This position is accountable for the overall customer satisfaction and should strive to deliver an excellent service both on the day to day and in the long run.
KEY TASKS / RESPONSIBILITIES
1) Order process management :
Place customers' orders
Encode order with shipment date and liaise with logistic coordinator to organize shipment
Communicate with customer on shipment dates and adjustments
2) Inventory tracking for customers
Manage consignment inventory tracking/ VMI and reconcile inventory monthly
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
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)
Position TypeFull time
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To ensure fairness and legal compliance in our recruitment processes, only applications received through the online application process will be considered.