Job location : Visé, Belgium
: 04/30/2021 - 02:00
Job reference : REQ - 04236
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
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
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
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
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
Only technical issues will be monitored through the below inbox:
recruiting.support@ imerys.comPLEASE 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.