Customer Service Assistant
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 Assistant
As “unique” internal sales contact point, manage customer orders (from entry till invoicing), requests, complaints, enquiries rapidly and efficiently through the organisation
Ensure a proactive market approach by monitoring customer order pattern and contacting them on a regular basis to track missing orders. Control customer satisfaction.
By developing understanding of customers, products and applications, and through a positive questioning attitude ensure customers’ real needs are satisfied at best costs for the company.
Ensure proactive communication to customers versus specific issue regarding order fulfillment (delivery date, quantity etc..)
Ensure the Front Office: management of direct contact with customers (phone, mail, email, fax, etc…)
Prepare and review monthly the order book with sales managers as owner of the order book (short-term sales forecast)
Ensure the accurate order entry within the ERP, JD Edwards in compliance with the contract negotiated between the customer and the sales manager
Interface with credit controlling for the overdues management
Ensure the sending of general information and documentation mails to clients (change of products, site closing etc…)
Respond to customer requests : information, documentation etc…
Register and follow-up the customer complaints through a dedicated tool (CRM)
Manage the administrative organization of files and archiving
Register and monitor the debit and credit notes
Ensure accurate and on time invoicing of the customers
Contribute to the OTIF and to customer satisfaction
Contribute the claim KPIs
Responsible for maintaining a safe personal environment and acting safely at all times.
Fully supports the local health, safety and environmental (HSE) programs by participating in their implementation, maintenance, enforcement and compliance with company’s programs
Job Title & Position in the organisation
Title: Customer Service Assistant
Reporting to: Customer Service Manager - Market
Direct reports: None
Location: Toulouse, France
Competencies and Experience
Multilingual: Fluent in English and Italian (third language is a plus)
Knowledge in international trade and incoterm appreciated
Tools knowledge is a strong plus: ERP (SAP), CRM (Salesforce), Google will be a plus
Strong customer orientation and business/ commercial sense
Strong interpersonal and communication skills (oral and written, communication to customers, to customer service team and to other departments)
Rigorous compliance with procedures and processes
Analysis and judgment ability
Reactivity and stress management during peaks of activity
Strong organizational skills, ability to manage priorities
Agile and flexible, able to do back ups
Educational & Relevant experience:
Bachelor in international Business/ Foreign language or Logistics
Minimum 3 years of experience in a similar function
Position TypeFull time
andFixed Term (Fixed Term)
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