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Customer Service Director

Job location : Kuala Lumpur
Created moment : 02/18/2021 - 01:00
Job reference : REQ - 03874

The Company

The world leader in mineral-based specialty solutions for industry, with over 16,000 employees and over 200 sites worldwide, Imerys delivers high value-added, functional solutions to diversified set of industrial sectors, from processing industries to consumer goods. The Group draws on its knowledge of applications, technological expertise and its material science know-how to deliver solutions based on beneficiation of its mineral resources, synthetic minerals and formulations. These contribute essential properties to customers’ products and performance, including refractoriness, hardness, conductivity, opacity, durability, purity, lightness, filtration, absorption and 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 Director

Job Summary

Manages and supervises all Customer Service (“CS”) activities (i.e. Order to Cash, Care to Retain processes) of the business area, which includes cross BA relationship management and coordination with other regions, and ensures the delivery of Imerys clients on time and in full while reaching a high customer satisfaction level.   

  • Lead and continuously improve the Customer Services of PM APAC to achieve customer satisfaction, operational efficiency and harmonized practices (‘One-team’ CS PM APAC)

  • Manage a sizable team to timely process customers’ business needs from Imerys and process customers’ orders fulfilling internal compliance requirements.  

  • Closely work with Sales and Supply Chain as well as any other internal function involved in the Order-to-Cash and Care-to-Retain macro processes such as Production, Finance, etc... to support the operation and ad-hoc project if any.

  • Analyze the data from CRM (SalesForce) and BI Portal to address customers needs and report to senior management. 

Job Responsibilities:

- Customer Service team and activities management

  • Lead and oversee the Customer Service Department in PM APAC, manage and coordinate the CS teams (direct reports: Local CS Managers and Transversal Support Lead in charge of continuous improvement and best practice sharing) and re-allocate resources to support business continuity practices

  • Manage the customer service personnel in terms of recruitment, training, performance and career development, along with dedicated HR teams

  • Create and maintain the PM APAC CS community, with appropriate reporting framework and governance to have in place efficient sharing of information between teams

  • Harmonize practices across Customer Service clusters as much as possible taking into account local specificities

  • Develop Support function to improve overall Customer Service quality and efficiency

  • Provide daily direction and communication to direct reports so that duties are performed in a timely, efficient and knowledgeable manner and able to positively influence others not within the direct reporting line

  • Respond to and resolve departmental problems that warrant special attention

  • Engage selectively in significant order, shipment or billing issues and in critical customer complaints

  • Reports updates, performance and main issues to Business Planning & Supply Chain VP or any other leadership member as and when required

- Customer performance monitoring & continuous improvement

  • Evaluate processes for improvement, and implement solutions which support company and departmental standards, procedures and strategic directives

  • Work alongside the executive team to move forward company goals and initiatives. Interface / Business Partner of (i) Segments / Sales, (ii) Product Manager, (iii) Industry, (iv) Other BP&SC functions (Demand Planning, S&OP, Logistics…), (v) Purchasing, (vi) Finance

  • Share accountability on KPIs such as OTIF and customer satisfaction

  • Measure effectiveness of customer success: define operational metrics for the team and establish systems for tracking metrics

  • Develop and track key performance indicators that will be the driving force to improve service provided to customers.


  • Master’s degree or above, preferable in Customer Service/Business Administration/Sales

Typical Profile:

  • Customer Service Lead/Manager

  • Customer oriented profile with previous Sales/Sales Admin exposure


  • 10+ years of experience in customer service, leading a sizable team with a strong background in manufacturing and trading business. Proven experience in a CRM program is an advantage. 

  • 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 

  • Experience in managing teams across countries in APAC


  • Proficient in English. Other language(s) such as Chinese or Japanese will be advantageous, but not necessary. 

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.

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