Customer Service Representative

The Company

As the Customer Service Representative, you will provide for the satisfaction of customer requirements through smooth external and internal communication, order entry and handling, on both Domestic and Export markets.

Hybrid - 3 days in the office, 2 days remote (after 6 months of training)

KEY RESULTS AREAS / PRINCIPAL RESPONSIBILITIES:

• Front Office in direct contact with customers / Voice of the customer inside Imerys

  • Receive Purchase Orders from customers and smoothly manage their control (coherency with our offer) and their confirmation back to the customer.

  • Perform as the single point of contact for our customers’ requests linked to Customer Service.

  • Invoice the customer orders once delivered to the customer.

  • Ensure customer satisfaction in link with Imerys offer (quality of service, quality of communication and support).

  • Record and monitor samples’ requests.

  • Assist customers in resolving issues.

  • Track the progress in the orders management: Advise collect customers when their orders are ready for pickup / Advise customers when orders are late at delivery or past dues at pick up / Challenge the internal players in case of delay.

  • Process Customer Returns as well as Credit / Rebills as necessary.

  • Process Consignment orders for Customer Accounts.

  • Report customers complaints received and follow up on investigation and action plan

• Back Office position in direct contact with internal players (Sales, Supply Chain, Production)

  • Perform Purchase orders entry into ERP Sales Order Processing System in respect with the potential allocation strategy or the priorities given by the Senior management

  • Manage the documents needed in the operational collaboration with the customers. ie.COQ, SDS, etc.

  • Provide Customer Service expertise to the Sales representatives as main point of contact

  • Is accountable for maintaining customer and sales order databases up to date, with all documents tagged as specified in the procedure

  • Guarantee a smooth link among the players in charge of the purchase order management (Sales, Operations and Logistics)

  • Work in collaboration with the freight forwarder for freight quotation and bookings for export customers

  • Provide Export documentation as required. (CCI, COO)

• Part of the backup organization for the rest of the Customer Service Representatives, to make the whole group organization sustainable.

• Team player in a complete local Supply chain group, including Transport, Distribution and Imports activities.

DIMENSIONS / FACTS AND FIGURES

• Circa 500 customers managed out of Imerys Norfolk Inc. and the warehouse network by the whole Customer Service Representatives team.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIREMENTS:

• Prior relationship based customer service experience (not call center) mandatory, ideally in manufacturing environment

• Basic math and critical thinking and problem solving skills

• Exceptional interpersonal skills

• Attention to detail is a must.

• Ability to multitask.

• Very agile in ERP management. Experience in SAP, AX and G Suite is a plus

• High School diploma or equivalent is a minimum yet some higher education or college is preferred

PHYSICAL DEMANDS

This position requires remaining in a seated position for long periods of time, the ability to pick, pinch or otherwise work primarily with fingers to operate the keyboard for computer work.  This position requires the employee to frequently walk, bend, stoop and have the ability to lift and or move up to 25 pounds and mostly works in an office or plant environment.  This position is exposed to a cement and often dusty plant work environment and with contact with our product.  Based on the hazards of working in a plant/industrial environment, this position requires alertness, the ability to think rationally while working on multiple tasks.  This position needs the ability to express or exchange ideas, provide detailed spoken instructions by means of the spoken word to impact oral information to managers, suppliers, contractors, co-workers, direct report or the public.   While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl and talk or hear.  The employee is required to stand, walk, sit and climb or balance.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.  Reasonable accommodations may be made to ensure individuals with disabilities can perform the essential functions.

and

Only technical issues will be monitored through the below inbox:

recruiting.support@ imerys.com

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. 

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.