Customer Service Specialist
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 Specialist
Order process management (Order to Cash & Care to Retain )
Punch in the customers' orders (internal and 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).
Direct trading: Raise a Purchase Request and follow up the approval to generate the purchase order from the local country/region ERP system, coordinate transportation to customers with Supply Chain team and related Payables follow-up, PO receipt for accruals.
Liaise with Source Plant’s logistic coordinator to organize shipment to ensure on time shipment in full
Communicate with internal / external customer on shipment dates and adjustments
Ensure customer service requirements for all imports shipments into the servicing region, trade bookings, and documentation and counter requirements. Knowledge of local and export legislation is a prerequisite and must be able to effectively troubleshoot any issues that may arise.
Support in credit application, credit release application, credit note / debit note request if needed.
Follow the CS KPIs for order management, complaints management, sample management etc.
Support in both Internal & External Audit
Provide backup for other customer service as required.
Other tasks assigned by line manager
Containers movement tracking
Closely monitor the containers’ movement until the containers arrive at the destination.
Maintaining 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
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)
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)
Liasioning with external agencies like Customs, Shipping Agency and Banks for smooth functioning if needed
Position TypeFull time
andFixed Term (Fixed Term)
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