Customer Service Lead

Job location:
Gleason, Tennessee, USA
Created moment:
February 13, 2024
Job reference:
REQ - 07912

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.
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The Position

Customer Service Lead

Job Summary

Job Summary

The Customer Service Lead will oversee Customer Service representatives; responsible for providing a strong customer experience through accurate and prompt order entry and fielding customer inquiries. The lead will  mentor and develop the Customer Service representatives and promote a productive work environment for the team and with cross-functional partners. The position  will own the tactical execution of  the day-to-day Customer Service responsibilities for a specific business.

Key Tasks and Responsibilities

  • Mentor and grow team members - coaching, career development, talent assessment, understand and leverage individuals’ skills and interests

  • Create a collaborative, inclusive and productive work environment

  • Manage workload of team and ensure business continuity

  • Collaborate with cross-functional team members to profitably service customers

  • Measure key performance indicators and service level agreements

  • Conduct root cause analysis and identify opportunities for process improvements and team efficiencies and drive action plans

  • Implement training guides, schedules and process tools

  • Collaborate with peers to share best practices and standardize processes where appropriate

Skills and Attributes Requirements

  • Ability to coach, develop and motivate a team

  • Excellent communicator with the ability to communicate and collaborate with all levels of management

  • Strong understanding of the Order to Cash process

  • Ability to multitask and prioritize workload under pressure while maintaining a positive attitude

  • Strong problem-solving  and analytical skills

  • Ability to work in a matrix environment

  • Process driven and ability to quickly learn new systems and implement change within the team


Education/Experience Requirements

  • High School diploma required , Bachelor’s degree preferred

  • 1-3 years’ experience in customer service, analytics, billing or supply chain  preferably in a manufacturing environment

  • 2-4 years’ experience with ERP database system , preferably SAP or MS AX

  • Preferred experience with a CRM software such as Salesforce


Work performed in an office environment. Sitting frequently up to 70% of the work time. Standing and walking up to 30% of work time. Constantly communicating (written/oral).

Position Type

Full 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. 

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.