Customer Service Representative

Job location:
Antwerp, Belgium
Created moment:
April 12, 2024
Job reference:
REQ - 08152

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 Representative

Job Summary


1. Order process management 

  • Check, register and confirms customers' orders 

  • Encode order with shipment date and liaise with contracted haulier to organize shipment 

  • Communicate with customer on shipment dates and adjustments 

  • Book and closed orders after loading and delivery

2. Inventory tracking for customers 

  • Manage consignment inventory tracking/ VMI and reconcile inventory monthly 

3. Billing 

  • Daily processing of domestic and export invoices for customer orders (invoices issued by finance department) 

  • Initiate approval of billing to finance department 

  • Input data in ERP 

  • Manage rebates & commissions 

  • Review data and correct discrepancies as needed 

  • Maintain customer invoice files for archive in customer files (electronic or non electronic) 

  • Manage and improve billing process and participate in ERP implementation as needed 

4. Customer communication 

  •  Be the 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) 

5. Customer requests coordination (not directly answered by Customer Service) 

  • Allocate tasks to the right functions 

  • Communicate back to Customer Service for customer information 

  • Follow-up on tasks allocated with relevant functions (e.g. following up on samples send-out from plants) ● Manage recurring tasks (not following request from customer), e.g. safety data sheet" 

  • Collect customer requests requiring task allocation and follow-up with other functions from Customer Service (e.g. complaints, samples, regulatory questionnaire) 



Education and Experience requirements: 

  • 5 years experience in customer service & logistics in an international environment 

  • Experience in or dealing with the neighboring functions of Customer Service (Sales/Sales Admin, Supply Chain & Logistics, Production, Finance) is an advantage in understanding and engaging them relevantly 

  • Deep knowledge of customer journey improvement to drive customer centricity 

Knowledge, skills, Imerys Leadership Behaviors 

  • Customer focus and service orientation 

  • Autonomous 

  • Effective interpersonal and communication skills 

  • Team Spirit and collaboration 

  • Ability to challenge the status quo 

  • Result oriented 

  • Experience of CRM system (i.e.: SalesForce) and ideally Voice of Customers softwares (Qualtrics, …) - Knowledge of IFS or SAP would be a plus (new ERP to be implemented in the coming years) 

  • Good knowledge on customs, import and export requirements 

  • Languages: French, German and English: required C1 or C2


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.