Customer Service Executive

Job location:
Mumbai, India
Created moment:
September 22, 2023
Job reference:
REQ - 07564

The Company

The world’s leading supplier of mineral-based specialty solutions for industry with 14,000 employees, operations in more than 40 countries, and €4.3 billion in revenue in 2022.
Imerys delivers high-value-added, functional solutions to a great number of sectors, from processing industries to consumer goods. The Group draws on its understanding of applications, technological knowledge and expertise in material science to deliver solutions by beneficiating its mineral resources, synthetic minerals and formulations. Imerys’ solutions contribute essential properties to customers’ products and their performance, including heat resistance, hardness, conductivity, opacity, durability, purity, lightness, filtration, absorption and water 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

Key Tasks and Responsibilities :

Order process management (Order to Cash & Care to Retain )

  • Handle customer service activities of Trading sales (sales from local warehouse in Bhiwandi)

  • Handle customer service activities of Indent sales ( Sales from source plants in US/Europe/APAC to Indian customers)

  • 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

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 Customs, Shipping Agency and Banks for smooth functioning if needed

Job Specifications :


  • Bachelor’s degree or above

Typical Profile:

  • Customer Service Executive

  • Customer oriented profile with previous Sales/Sales Admin/logistic/purchase exposure


  • 3-5 years of experience in customer service with knowledge in manufacturing or international companies.

  • 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 (Hindi)

Knowledge, skills, abilities and other characteristics :


  • Integrity

  • Adaptability

  • Rigour

  • Committed

  • Good interpersonal and communication skills

  • Problem solving skills

  • Team Spirit and collaboration

  • Result oriented

  • Project management skills to seek for continuous improvement

  • Analytical skills


  • Experience of CRM system (i.e.: Sales Force) 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.