Customer Service Manager - Ceramics
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 Manager - Ceramics
Key Tasks & Responsibilities:
West Asia Customer services:
Supervise the customer service team in the country to support CS daily operation.
Manage customers’ inquiries, order processing, sample requests and complaint cases being processed and effectively communicate with the customers, keeping them informed of order status in a timely manner.
Determine customers’ needs and closely coordinating with sales, production, accounting, and logistics teams to ensure the customers’ requirements met and enable a smooth flow of business.
Improve quality service by recommending improved processes; identifying new product and service applications. Set up work procedure and instructions accordingly to avoid any day to day disruption
Keep a good relationship with customers and maintain a high level of customer satisfaction.
Work closely and align with others (e.g. Sales, other sub regional CS, Supply Chain, S&OP, Finance, CAR Industrial etc) to deliver the best 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.
Management of teams:
Lead and oversee the Customer Service Department.
Set goals and objectives for team members for achievement of operational results
Empower teams in their everyday interactions with customers, and serve as the main source to escalate and deconflict.
Execute defined rituals of management according to Management Control & Reporting Systems.
Provide prompt assistance to the local customer service team and help in solving customers’ complaints with CRM
Promote digital tools ( e.g. Google Suites, ERP, CRM) within the CS teams.
Continuous Improvement (Including APAC CS Lead Role) and KPIs:
Ensures policies, practices and procedures are understood and followed by the SOP without compliance issues.
Ensure data quality entered to the local ERP system for analysis and prepare forecast and outlook of the country perimeter.
Implement and review CS guidelines, good practices & KPI
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..
Support new business initiatives and projects and contribute to review meetings and change processes.
Foster collaboration between other Customer Service clusters / sub-regions through facilitating best practices, building the community through facilitating cross-entity exchanges.
APAC process harmonization and best practice implementations.
Environment, Health & Safety (EHS):
Promote EHS culture and KPIs within the West Asia CS teams
This position may require 20% travel involved
Bachelor’s degree or above, preferable in Supply Chain/Logistic/Business Administration. Post graduate business management education will be an advantage.
Customer Service Lead/Manager in a manufacturing industry (preferer able Metals & Minerals, Construction Products (cement, glass, ceramics, steel etc.)
Customer oriented profile with previous Sales/Sales Admin exposure
10+ years of experience customer service with knowledge in manufacturing (including 5+years in leading a team)
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.
Fluent in the language(s) of the customers and CS team members of the Region is an advantage
Position TypeFull time
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To ensure fairness and legal compliance in our recruitment processes, only applications received through the online application process will be considered.