Customer Service Specialist

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 Specialist

Job Summary

Customer Service Representative

Job Summary

The customer service representative will be responsible for managing the order to cash process from order inquiry to payment/collections in a dedicated market. The role will be also responsible for profitably anticipating and satisfying the customer’sneeds. The position will require close cross-functional collaboration to ensure proper fulfillment of the customers’ orders and help Sales grow shares within the market.

Key Tasks and Responsibilities

● Responsible for the coordination and execution of order management
across multiple accounts. Will lead activities such as customer account
relations & communication, order management from order entry to
payment, optimizing ERP & CRM processes, scheduling of orders,
handling multiple modes of transportation
● Ensure a proactive market approach by monitoring customer order patterns,
and contacting them to track missing volume.
● Monitor customer experience and engage with internal stakeholders
(Production, Customer Account Services, Logistics, S&OP, Sales, Credit /
Controllers, and Billing/Collections...) to meet and exceed customer
expectations
● Develop an understanding of customers, products and applications to more
effectively anticipate customer needs
● Ensures Customer Service activities comply with all financial and
accounting requirements (including SOX, GAAP and IFRS)
● Provide insight and direction to internal and external audit coordinators.
● Resolves product or service problems by clarifying the customer's
complaint; determining the cause of the problem; selecting and explaining
the best solution to solve the problem; expediting correction or adjustment;
following up to ensure resolution.

Skills and Attributes Requirements

● Critical thinking skills- need to profitably anticipate and resolve customer
needs
● Effective communicator across all levels of the organization to include
internal & external customers / vendors
● Ability to prioritize multiple tasks and deadlines
● Strong ability and desire to work in a team and collaborate
cross-functionally
● Process driven and ability to quickly learn new systems
● Ability to improve the customer experience and internal efficiencies
● A team player willing to take on increased responsibilities
● Preferred but not required
Proficiency in SAP or MS AX and Salesforce
Knowledge in international trade and incoterms

Education/Experience Requirements

● High School diploma required , Bachelor’s degree preferred
● 1-3 years’ experience in customer service, analytics, billing or supply chain
preferably in a manufacturing environment
● 2-4 years’ experience with ERP database system , preferably S