Job location : Europe
: 10/11/2021 - 02:00
Job reference : REQ - 04075
Within the Business Area Performance Minerals EMEA (PM EMEA) and thanks to cross-functional work with other departments (Logistics, Customer Experience, Operations), define and execute customer service improvement program to enhance customer satisfaction, cost competitiveness, efficiency of processes, practices and organisations and service level.
Lead specific projects to improve customer satisfaction and performance in general
Ensure that people in customer services are well trained to perform as well as possible their job. Organize skills development paths.
Support analysis of Customer service processes, practices and KPIs to enable improvement initiatives generation in collaboration with various stakeholders (in the Business Area Performance Minerals EMEA and outside of the Business Area).
Generates detailed continuous improvement initiatives across the Business Area PM EMEA customer services to feed the pipeline of savings, improve service level to our customers and support organic growth.
Develop a portfolio of projects to support yearly customer service performance plan implementation.
Ensure that these projects are lead by relevant projects leaders and follow their achievements through QuiméO (digital tool for project initiatives and follow up).
Lead him/herself specific projects for instance for digitalisation implementation in the CS.
Closely work with Logistics / Sales / Operations teams to permanently be aware of new evolution that could be useful to develop customer services performance (benchmarking with other companies, new tools/app…). Share good practices within the customer services.
Maintain expertise within the customer services and ensure that all the people in a are well trained.
Organize or deliver training sessions to develop skills.
Customer service optimisation : savings generation (yearly) & customers satisfaction
Customer service savings pipeline (2 to 3 years)
Service level to customers: On Time In Full (OTIF) & response time to the customers indicators
Customer service road map definition
Job Title & Position in the organization
Title : Projects & Continuous Improvement Manager - Customer Service
Reporting to : Business Planning & Supply Chain Vice President
Direct reports : None
Location: Europe, preferable Paris, Toulouse, Lixhe
Competencies and Experience
Strong understanding of the full supply chain organisation (logistics, operations, sales, Sales & Operation Planning...)
Very at ease in transversal management to influence other departments like sales, operations etc...
Good analytical and problem solving skills, result oriented
Rigorous, organized and process oriented
Strong project management skills
At ease with all IT tools part of the Customer service perimeter
Awareness of industry’s latest technology trends and applications
Ability to organize training path for logistics people
Communication skills including solid writing and presentation abilities
Ideal background/ experience
Master degree in Business administration
Good level of English
> 7 years experience in various customer service positions
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