Trading Customer Service & Quality officer

Job location:
Luxembourg, Luxembourg
Created moment:
November 16, 2023
Job reference:
REQ - 07687

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

Trading Customer Service & Quality officer

Job Summary


  • Manage the customer service of one mineral business to North America

  • Support on all backoffice activities and admin activities for the department

  • Quality officer and contact for IMIS trading activities

  • Claim gatekeeper for the department, in charge of investigation & follow up supplier & customer claims


Quality Officer activities:

  • Investigate, create corrective action plans , follow-up for all claims of the department

  • Accountable for all IMIS COAs for imported & retreated goods

  • Quality performance follow-up of subcontracted treatments (heat -treatment, repack, rip&tip, irradiation)

  • Owner of all subcontracted activities specifications (service level agreement)

  • Quality audits of the warehouses and action plan follow-up

  • Customer surveys

  • Quality contact for the IMIS & trading department

  • Customer service activities:

  • Ensure the Front Office: management of direct contact with customers (phone, mail, email, fax, etc…)

  • Prepare and review monthly the orderbook with sales managers as owner of the orderbook (short-term sales forecast)

  • Interface with credit controlling for the overdues management

  • Ensure the sending of information to customers (change of products, site closing etc…) and respond to requests

  • Register and follow-up the customer complaints through a dedicated tool (CRM)

  • Register and monitor the debit and credit notes

  • Ensure accurate and ontime invoice of the sale orders incl. sending documents to customer service and customers

Admin & backoffice

  • Issue Certificates of Origin with the Luxembourg Chamber of Commerce (COO)

  • Back-up of all backoffice tasks 

  • Make stocktaking and evaluations of 2 warehouses per year, perform documented safety visits  


  • Contribute to the OTIF and customer satisfaction

  • Contribute to the claims KPIs and safety stock levels. 

  • Responsible for maintaining a safe personal environment and acting safely at all times.

  • Fully supports the location health, safety and environmental (HSE) programs by participating in their implementation, maintenance, enforcement and compliance with company’s programs

Key competencies

  • Fluent English, french is a plus.

  • Tools knowledge is a plus: ERP (SAP), CRM (Salesforce), Google Suite
    Strong customer orientation 

  • Strong interpersonal skills to collaborate with internal and external stakeholders

  • Very at ease with IT tools

  • Background in Quality Assurance and Improvement

  • Rigorous compliance with procedures and processes 

  • Impeccable Attention to Detail,  ability to rigorously check input and output data

  • Strong organizational skills, ability 

  • Reactivity and stress management during peaks of activity

  • Team spirit

Educational & Relevant experience: 

  • Bachelor in quality management or equivalent experience 

  • Minimum 3 years of experience in quality officer or customer service

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.