Customer Service Executive

Job location:
Kuala Lumpur, Malaysia
Created moment:
November 21, 2022
Job reference:
REQ - 06596

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 Executive

Job Summary

The Customer Service Executive will report to the Customer Service Supervisor / Manager of SEA.

He/She manages Local Transactions (Malaysia & Vietnam) with the local ERP system in the respective country. He/She plays a key role of  maintaining a high level of Customer Satisfaction as well as monitoring on-time delivery in full.


Order process management

  • Punch in the customers' orders into the local ERP system  and validate the order context according to internal / external customer’s requirements and Source Plant’s capability. Follow Service Level Agreements (SLAs).

  • Encode order with delivery date and liaise with Source Plant’s logistic coordinator to organize delivery

  • Communicate with internal / external customer on delivery dates and adjustments

  • Support in credit application, credit release application, credit note / debit note request if needed.

Containers movement tracking

  • Closely monitor the containers’ movement until the containers arrive at the destination. 


  • Timely processing of  invoices for customer orders (Tax invoices might be issues by Finance department)

  • Input data in ERP

  • Review data and correct discrepancies as needed (e.g. ordered quantity vs. shipped quantity)

  • Maintain customer invoice files for archive in customer files (electronic or non electronic)

  • Manage billing process and participate in ERP implementation as needed

Customer communication

  • 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 Shipping Agency and Banks for smooth functioning if needed

This position may require 5% travel involved



  • Bachelor’s degree or above



  • 2-5 years of experience in customer service with knowledge in manufacturing.

  • Hands-on experience in Business Transfer and International Trade as well as Letter of Credit handling, incoterm, etc.. 

  • Proven experience in a CRM program is an advantage. 

  • Experience in handling complaint from customers and solving complex client situations is an advantage 

  • Deep knowledge of customer journey improvement to drive customer centricity 



  • Proficient in English and preferred candidates fluent in Mandarin or Vietnamese as the role requires candidate to deal with Mandarin or Vietnamese speaking clients.
Specific Job Skills
  • Experience of CRM system (i.e.: SalesForce) and ERP system (i.e.: Accpac/IFS/JDE/SAP) and familiar with Google Suite (Google Slides, Google Sheets, Google Docs, etc...)

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.