Trading Customer Service & Quality officer
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 PositionTrading Customer Service & Quality officer
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
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
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
Educational & Relevant experience:
Bachelor in quality management or equivalent experience
Minimum 3 years of experience in quality officer or customer service
Position TypeFull time
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