Customer Service Specialist

Job location:
Shanghai, China
Created moment:
December 20, 2021
Job reference:
REQ - 05196

The Company

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

The Position

Customer Service Specialist

Job Summary


The Customer Service Specialist is responsible for the efficient and smooth running of sales administration processes interacting with customers and distributors. He/she assures that all the customers’ inquiries are managed in a proper and professional manner. He/she processes and follows up orders, prepares correspondences and provides requested documentation and assistance.  He/she serves as a critical link between the customers and the internal departments to fulfil customers needs according to the company procedures to ensure long term robust customer satisfaction.


1. Orders management

  • process different type of orders (free of charge, with prepayment conditions, stock in consignment, stock transfer orders)

  • encode order with shipment date and liaise with logistic coordinator to organize shipment

  • provide order confirmation and communicate with customer on shipment dates and adjustments

2. Customer master data management

  • create new customer accounts in ERP

  • change customer account as needed and maintain database with updated information

3. Inventory tracking for customers

  • manage consignment inventory tracking and reconcile inventory monthly

4. Billing

  • daily process domestic and export invoices for customer orders

  • handle credit notes and debit notes

  • input data in ERP and release invoices into accounting

  • 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

  • recall overdue invoices to customers and distributors

5. 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)

  • prepare correspondence, provide requested documentation

  • respond to customer requests and ensure inquiries are handled timely and professionally

6. Customer requests coordination (not directly answered by Customer Service)

  • collect customer requests requiring task allocation and follow-up with other functions

  • allocate tasks to the right functions

  • communicate back to customer

  • follow-up on tasks allocated with relevant functions (e.g. following up on samples sent, on regulatory forms and applications, etc)

7. Logistics (as per regional organization)

  • manage level of inventory stock and  arrange warehouse replenishment

  • arrange domestic deliveries with the warehouse

  • check on damages and claim issues with warehouse

  • handle communication with warehouse people (improvements, contract updates)

  • arrange insurances on stock at warehouse (theft, flood, fire...)

  • attend audits and prepare all documentation, participate in physical stock counts

  • trace containers, arrange import container trucking

  • arrange import/export customs clearance, provide documents on customs inquiries

  • request freight quotations

  • provide reports requested by PM APAC (shipment costs, trucking costs, quantity etc...)

- Education: College graduate or equivalent
- Languages:  English (fluent in written and  oral, Minimum CET-4) + regional requirements
- Others: 
Minimum 2 years of experience in a similar position with knowledge of customer service principles and practices. 
Multinational and industrial background is preferable. 
SAP Experience is preferred.

Position Type

Full time



Only technical issues will be monitored through the below inbox:


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.