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Customer Experience Coordinator

Job location : Paris, France
Created moment : 06/10/2021 - 02:00
Job reference : REQ - 04418

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 Experience Coordinator

Job Summary

Responsibilities

Scope:
Customer Service & Logistics teams, approx. 145 people spread over 14 countries in Europe and Middle East

  • Ensure that customer insights are disseminated, deeply understood, and used as the basis for development of innovative new products and services. 

  • Measure through Key Performance Indicators the improvement of the customer satisfaction and do reporting

  • Identify and implement new tools, methodologies, processes and best practices when necessary.

  • Align Customer Experience program with existing sales, quality, operations programs and CRM

  • Monitoring of its other themes such as CRM extractions, analysis of customer complaints, compilation of data to output dashboards and monitoring of action plans that are launched to improve indicators.

  • Re-initiate and lead the ‘damaged packages’ improvement project (project coordination and animation)

Accountability

  • Customer Experience improvement through Net Promoter Score

  • Production and communication of accurate documentation, KPIs and best practices

Title & Position in the organization

  • Title: Customer Experience Coordinator

  • Reporting to: Customer Experience Manager

  • Location: Paris, France

  • CDD, 6 month contract; from June / July to December 2021

Competencies and experience
 

Key competencies

  • Strong customer orientation and business sense

  • Strong interpersonal and communication skills (oral and written, communication to customer service team, supply chain teams and external consultants)

  • Good analytical skills, result oriented

  • Rigorous, organized and process oriented

  • Tools knowledge: CRM (Salesforce), Google Suite will be a plus

Ideal background/ experience

  • Minimum 2 to 3 years in sales/ marketing / customer service/ communication 

  • Business School or equivalent

  • Fluent in English, French is a plus

Position Type

Full time

and

Fixed Term (Fixed Term)

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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