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Customer Service Director

Job location : Europe
Created moment : 12/06/2021 - 01:00
Job reference : REQ - 05129

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 Director

Job Summary


Business area Performance Minerals Europe, Middle East & Africa (BA PM EMEA): 1,1 billion turnover, 80 production sites, 4 markets (Plastics, Adhesives, Rubber, Paints & Coatings ; Paper & Board ; Ceramics ; Filtration & Life Sciences)

Customer Service activities within the BA PM EMEA~80 customer service people spread across 6 locations in Europe, sturctured in 4 teams matching the markets.


  • Provide outstanding customer service to our clients by supervising day-to-day operations in the customer service department and responding to customer service issues in a timely manner

  • Improve customer service experience and satisfaction and facilitate organic growth

  • Set a clear mission and deploy strategies focused towards that mission

  • Act as a key facilitator between all the departments involved in the customer journey (Sales, Logistics, Operations…)



  • Manage & develop all the customer services in order to increase customer satisfaction.

  • Develop service procedures, policies and standards

  • Analyse customer service statistics & compile accurate reports to identify rooms for improvement

  • Take ownership of customers issues and follow problems through to resolution

  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

  • Keep ahead of industry’s developments in customer service field and apply best practices to areas of improvement (for instance take benefit of digitalisation trend)

  • Control resources and utilise assets to achieve qualitative and quantitative targets

  • Adhere to and manage the approved budget

  • Permanently feed the pipeline of performance projects for the BA (savings generation or performance improvement for customers satisfaction)

  • Build and implement the customer service road map (3-year horizon of time) taking in account the Business Area 5-year plan & general trends in customer service (for instance digitalisation)


  • Service level: On Time In Full (OTIF) and Response time to customer (in case of claims) indicators and results of response to punctual customer service surveys.

  • Respect of the customer service budget

  • Savings generation and pipeline of performance initiatives thanks to  3 years road map

Job Title & Position in the organisation

  • Title : Customer service Director

  • Reporting to : Business Area Business Planning & Supply Chain Vice President

  • Direct reports : 6 (4 Customer Service managers, 2 Back office managers) located mainly Toulouse and Lixhe

  • Location: Europe, preferable Paris, Toulouse (France) or Lixhe ( Belgium)

Competencies and Experience

Key competencies

  • Strong understanding of the full supply chain organisation (logistics, operations, sales, S&OP..)

  • Excellent management skills (teamwork organization), performance management & leadership.

  • Very at ease in transversal management to influence other departments like sales, operations..

  • Strategic thinking person to create the long term road map for the customer service

  • Good analytical and problem solving skills, result oriented

  • Multi-tasking skills

  • Rigorous, organized and process oriented

  • Strong client-facing and communication skills (excellent verbal & written communication skills)

  • Able to maintain calm under pressure

  • A thorough knowledge of the products & services &the company provides

  • At ease with all IT tools part of the Customer services perimeter

  • Awareness of industry’s latest technology trends and applications

Ideal background/ experience

  • Bachelor or Master degree

  • Good level of English

  • > 15 years experience in a customer service role

  • Experienced in managing large & international teams

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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