Customer Service Executive
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.
The PositionCustomer Service Executive
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
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
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 :
IMERYS SOFT SKILLS:
Good interpersonal and communication skills
Problem solving skills
Team Spirit and collaboration
Project management skills to seek for continuous improvement
SPECIFIC JOB 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 TypeFull time
Only technical issues will be monitored through the below inbox:
PLEASE DO NOT SUBMIT RESUMES OR APPLICATIONS TO THIS EMAIL, AS THEY WILL NOT BE REVIEWED.
To ensure fairness and legal compliance in our recruitment processes, only applications received through the online application process will be considered.