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