Customer Service Representative & Traffic Coordinator

The Company

Imerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.8 billion in revenue and 13,700 employees in 54 countries in 2023. The Group offers high value-added and functional solutions to a wide range of industries and fast-growing markets such as solutions for the energy transition and sustainable construction, as well as natural solutions for consumer goods. Imerys draws on its understanding of applications, technological knowledge, and expertise in material science to deliver solutions which contribute essential properties to customers’ products and their performance. As part of its commitment to responsible development, Imerys promotes environmentally friendly products and processes in addition to supporting its customers in their decarbonization efforts.

The Position

Customer Service Representative & Traffic Coordinator

Job Summary

Position Title

Customer Service Representative & Traffic Coordinator

EEO Code/Description

Department/Location

Supply Chain / Andersonville, GA

Reports to (Job Title)

Production Planning and Customer Service Manager

Direct Reports (Job Title)

None

Job  Scope

Job Summary

Processes and tracks customer orders. Proactively communicate to the customer any issues with on-time shipments.  When service breakdowns occur, maintain customer relationships by proactive communication and working with the commercial team by intervening on the customer’s behalf.  Works with the plant, transportation, quality, and production planning to offer a reasonable solution that is in the best interests of the customer and the company.

Key Tasks and Responsibilities

• Create, process and coordinate with plant personnel domestic and export customer orders requiring containers for product fulfillment.
• Enters all orders and sends order acknowledgement to customers.
• Creates invoices, performs price verifications, and mails invoices.
• Prepare domestic and export shipping documentation, ensuring compliance with both domestic and international export laws and regulations.
• Manage drayage scheduling with carriers
• Effectively execute and maintain processes and systems used in the performance of duties
• Maintain customer accounts and profiles per defined processes ie, shipping addresses, customer contacts and new item numbers, free text invoicing and credit / re-bills
• Proactively communicate with the customer in tracking their order.
• Perform due diligence on customer inquiries and assist in resolving customer issues/complaints.
• Research customer’s issues independently and engage the appropriate department for resolution.
• Work with the plants, transportation, quality,  and production planning to offer a solution that is in the best interests of the customer and the company.
• Review and resolve price discrepancies with billing and customer service including issuing associated credits.
• Work closely with Sales, Product Management, Production Planning, Freight Forwarders, carriers and Transportation category managers in order to coordinate appropriate action to meet customer expectations.
• Enter and follow up on orders. Tracks orders to alert customers if there is a potential past due situation.
• Accountable for the open orders cleaning.
• Continuously look for process improvements to simplify the role.
• Must be able to work cross functionally
• Ensure compliance with all safety, environmental and ISO 9001:2008 procedures that apply to Customer Service.
• Provide backup support to Customer Service Manager on the NS rail system.