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Customer Service Assistant

Job location : Visé, Belgium
Created moment : 04/30/2021 - 02:00
Job reference : REQ - 04236

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 www.imerys.com

The Position

Customer Service Assistant

Job Summary

Role

  • As “unique” internal sales contact point, manage customer orders (from entry till invoicing), requests, complaints, enquiries rapidly and efficiently through the organisation

  • Ensure a proactive market approach by monitoring customer order pattern and contacting them on a regular basis to track missing orders. Control customer satisfaction.

  • By developing understanding of customers, products and applications, and through a positive questioning attitude ensure customers’ real needs are satisfied at best costs for the company. 

  • Ensure proactive communication to customers versus specific issue regarding order fulfillment (delivery date, delays, quantity etc..) in coordination with relevant departments (Logistic Service, Sales)

  • Contribute with Logistics team to identify alternative delivery solutions from various stores in case of issue

Responsibilities

  •  Ensure the Front Office: management of direct contact with customers (phone, mail, email, fax, etc…) 

  • Prepare & review monthly the orderbook with sales managers as owner of the orderbook (short-term sales forecast)

  • Ensure the accurate order entry within the ERP’s in compliance with the contract negotiated between the customer and the sales manager & provide support  to commercial teams to send price increase  letters to small customers of the related market.

  • Interface with credit controlling for the overdues  management

  • Interface with Logistic Service & Sales to follow  on freight quotes (excl. project quote led by Logistic CI/Project mgr))

  • Ensure the sending of general information & documentation mails to clients (change of products, site closing etc…)

  • Ensure proper and periodic communication with the relevant sales manager about all major events, deviations, and development of critical topics with customers on her/his portfolio

  • Respond to customer requests : information, documentation etc… 

  • Register and follow-up the customer complaints through a dedicated tool (CRM)

  • Manage the administrative organization of files and archiving

  • Register and monitor the debit and credit notes 

  • Ensure accurate and ontime invoicing of the customers

  • Coordinate Sample management with Back Office team & Sales Managers

  • Contribute with Sales Manager to the data collection for new customers ,follow the new customer approval process & ensure  correct set up of the new customers into ERP's following the required procedure 

Accountability

  • Contribute to the OTIF and to customer satisfaction

  • Contribute to the complaints KPIs

  • Responsible for maintaining a safe personal environment and acting safely at all times.

  • Fully supports the local health, safety and environmental (HSE) programs by participating in their implementation, maintenance, enforcement and compliance with company’s programs


Job Title & Position in the organisation

  • Title: Customer Service Assistant

  • Reporting to: Customer Service Manager - Market

  • Direct reports: None

  • Location: Lixhe, France

Competencies and Experience

Key competencies

  • Fluent in French, English, Spanish and Italian.

  • Knowledge in international trade and incoterm

  • Tools knowledge is a strong plus: ERP (SAP), CRM (Salesforce), Google will be a plus. 

  • Strong customer orientation and business/ commercial sense 

  • Strong interpersonal and communication skills (oral and written, communication to customers, to customer service team and to other departments)

  • Rigorous compliance with procedures and processes 

  • Analysis and judgment ability

  • Reactivity and stress management during peaks of activity

  • Team player 

  • Strong organizational skills, ability to manage priorities

  • Agile and flexible, able to do back ups

Educational & Relevant experience: 

  • Bachelor in international Business/ Foreign language or Logistics or equivalent professional experience

  • Minimum 3 years of experience in a similar function

Position Type

Full time

and

Permanent

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.

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