Customer Service Cluster Manager

Job location:
Paris, France
Created moment:
March 9, 2022
Job reference:
REQ - 05538

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 www.imerys.com

The Position

Customer Service Cluster Manager

Job Summary

Context

High Temperature Solutions (HTS)/Calderys is an Imerys Business Area which serves three core markets – Refractory solutions, Foundry & Metal flow, and Absorbents.

We combine unique business expertise to provide customized and innovative solutions from our 35 plants along with end-to-end value-added services to all our customers.

Being an international business, we offer to our more than 2500 employees a world of opportunities in our various locations in 33 countries.

We put to work over 100 years of expertise to foster a positive impact for all our stakeholders. Every day we build a sustainable future through teamwork, customer orientation, and a proactive mindset.

We are a company where performance is recognized and learning is promoted; an environment where you can grow and fulfill your potential; a workplace where every day is a new day and it is NEVER BORING!

For more information on what we are made of, please visit www.imerys.com.
 

Mission

● Manage and supervise all Customer Service activities (i.e. Order to Cash, Care to Retain processes) of the corresponding Cluster.

● Make sure the needs of customers are being satisfied, and especially in case of complaints.

● Sustain and continuously drive customer centric and process excellence culture within each level of the organization while ease collaborations and transparency in processes standardization.

● Manage Customer Service teams within the clusters.

Responsibilities
He/she will
● Lead and oversee the Customer Service activities for the dedicated Cluster.
● Act as a single point of accountability / coordinator with other functions within the Cluster.

● Work closely and align with other functions (e.g. Sales, S&OP, Supply Chain, Finance, Operations) to best deliver customer experience, ensure cooperation within the Customer Service teams and other internal departments to obtain information for the proper and smooth handling of customers’ enquiries.
● Support S&OP converting from external Sales Forecast to internal Purchasing Forecast for Direct Trading.
● Ensure that the Order to Cash process meets customers expectations in terms of Customer Experience and cost efficiency;
● Participating to the achievement of sales objectives, liaising proactively with sales so to identify and reduce backlog slippage and minimizing revenues deviations through customer services responsibilities;
● Ensure proper Invoicing process, in compliance with local / fiscal law compliance and IFRS Group Revenue Recognition policies;
● Guarantee precise and timely orders process and portfolio order management (backlog), assuring data quality, consistency and reliability;
● Implement Group and HTS CS policies
● Foster collaboration with other Customer Service clusters / Segments / BA functions by facilitating best practices implementation and building the community through facilitating cross-entity exchanges.
● Is accountable for the customer satisfaction measured after complaints
● Optimizing the use of available tools (ERP, CRM, SAC, Google etc), digitalize and automate reports and document processes. Ensure continuous improvement and training to align CS teams reaching expected standards of quality.
● Initiate the customer service continuous improvement by monitoring and reporting key performance metric trends and implementing the relevant actions and KPIs
● Empower teams in their everyday interactions with customers, and serve as the main source to escalate and deconflict.
● Manage CS teams and ensure a continuous skills improvement plan for each of them
● Interacts with the customer by call or e-mail to handle any complaint, request, or any other incident which may affect the customer satisfaction
● Follows statistics and produce the root cause analysis/pareto of the first pass and second pass complaints


Profile/Competencies
Education:
● Master degree or above, preferable in Supply Chain/Logistic/Business Administration

Experience:
● 8+ years of experience in leading a CS team with knowledge in manufacturing in a multi-site environment
● Hands-on experience in Business Transfer and International Trade as well as Letter of Credit handling, incoterm, etc..
● Experience in handling complaint from customers and solving complex client situations
● Deep knowledge of customer journey improvement to drive customer centricity
● Proven experience in a CRM program is an advantage.

Specific Job Skills
● Experience of CRM systems (i.e.: SalesForce) and ERP systems (SAP) and familiar with Google Suite (Google Slides, Google Sheets, Google Docs, etc...)

Essential
● Demonstrated ability to meet operational goals while also fostering a positive work environment
● Strong interpersonal communication, leadership and coaching skills
● A track record of implementing and improving performance
● Project management
● Advocate for data integrity
● Analytical skills
● Collaborative mind-set
● Strategic thinking
● Team Spirit and collaboration
● Problem solving skills
● Result oriented
● Adaptability / Rigor /Committed
 

Languages:
● French & English Mandatory
 

Typical Profile:
● Customer Service Lead/Manager
● Customer oriented profile with previous Sales/Sales Admin exposure

Travelling:

Ideally 2-3 days in Sézanne, France/ week

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.