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Customer Service Representative

Job location : Niagara Falls, New York, USA
Created moment : 09/21/2021 - 02:00
Job reference : REQ - 04853

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.

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The Position

Customer Service Representative

Job Summary

Position Title

Customer Service Representative

EEO Code/Description


Supply Chain—Niagara Falls, NY Fused Minerals

Reports to (Job Title)

Sales Manager

Direct Reports (Job Title)


Job  Scope

Provides support to the Customer Service function at Niagara Falls, NY Fused Minerals site.

Job Summary

•The position performs clerical functions to support the sales team and the logistics network including but not limited to Sales Order entry, Bills of Ladings, and Packing Slips.

•This position works closely with the production and warehouse team to ensure manufacturing and imports meet customers' required delivery needs.

Key Tasks and Responsibilities

•Routine customer service related clerical functions.

•Telephone assistance with customers and others.

•Manages the Order to shipment process for a portfolio of customers

•Breaks down Bills of Ladings from shipments and matches them with order acknowledgments

•Initiates resolution of customer complaints

•Performs price verification

•Assists the team Manager with weekly KPI reports.

•Work on day to day Logistics activity (outbound, traffic flow, reservation of shipments against items, chartering through customers’ TMS, appointments, quote’s request to carriers, documentation for warehouse).

Skills and Attributes Requirements

Education, background, level of experience:

  • Confidence, tact, patience, and diplomacy while dealing with problems.
  • Ability to complete  multiple tasks and demands.
  • Problem resolution and analytical skills.
  • Ability to follow prescribed steps in a process with little supervision
  • Good computer skills including Google and Microsoft Office Suite, SAP experience a plus.
  • Above average communication skills required to interact with customers.

Education/Experience Requirements

  • High School Diploma; college degree or technical school diploma preferred.
  • 3 plus years customer service, warehousing & Logistics experience.
  • Prior experience in the Abrasive Market is a plus.


  • Physical requirements are those of a standard office.
  • Some travel may be required for the purpose of meeting with customers or the rest of the US Supply Chain network.

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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