Local Customer Service Executive

The Company

Imerys is the world's leading supplier of mineral-based specialty solutions for the industry with €3.6 billion in revenue and 12,400 employees in 40 countries in 2024. 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.

Imerys is listed on Euronext Paris (France) with the ticker symbol NK.PA.

The Position

Local Customer Service Executive - WA (CERAMICS)

Job Summary

JOB SUMMARY/PURPOSE

The Local Customer Service Officer will report to the Customer Service Manager of the Local WA team.

He/She manages Local Transactions with the local ERP system in the country. He/She plays a key role of maintaining a high level of Customer Satisfaction as well as monitoring on-time delivery in full. He would be dealing with internal and external communication related to every transaction or shipments.

JOB SCOPE/DIMENSIONS

This position will take care of the coordination activity for the materials to be shipped or dispatched from APAC assets.

The scope of this position covers:

• Business Channels: Local Businesses (from local production sites and/or local warehouses - imported products and local external supplier)
• Liaison with Customers, Sales, Operations, Finance and Logistics teams and local agents / distributors
• Using CRM to update and prepare data for shipped related information.
• Sample dispatch to customers/clients based on the requirement and coordinate the entire activity to execute.
• Prepare G-sheet & presentation to update and track the dispatch movements and open order status.

KEY TASKS AND RESPONSIBILITIES

Order process management

• Punch in the customers' orders into the local ERP system and validate the order context according to internal / external customer's requirements and Source Plant's capability. Follow Service Level Agreements (SLAs).
• Encode order with delivery date and liaise with Source Plant's logistic coordinator to organise delivery

• Communicate with internal / external customer on delivery dates and adjustments

• Support in credit application, credit release application, credit note / debit note request if needed.

Containers movement tracking

• Closely monitor the containers' movement until the containers arrive at the destination.
• For the export goods shall be tracking the goods will reach to destinations.

Billing

• Timely processing of invoices for customer orders (Tax invoices might be issued by Finance department)
• Input data in ERP
• Review data and correct discrepancies as needed (e.g. ordered quantity vs. shipped quantity)
• Maintain customer invoice files for archive in customer files (electronic or non electronic)
• Manage billing process and participate in ERP implementation as needed

Customer communication

• Be the single point of contact for allocated customers on all information requests, complaints, etc.
• Directly collect information and communicate to customer when possible (e.g. shipment tracking)
• Liaise with "complaints, samples & regulatory coordinator" for requests requiring task allocation and follow-up with other functions (e.g. operations)

Customer requests coordination (not directly answered by Customer Service)

• Collect customer requests requiring task allocation and register in CRM. Follow-up with other functions from Customer Service (e.g. complaints, samples, regulatory questionnaire)
• Communicate back to Customer Service for customer information
• Follow-up on tasks allocated with relevant functions until it's closed (e.g. following up on samples sent-out from plants, complaint status, sample status and regulatory questionnaire … etc)

Liasioning with external agencies like Shipping Agency and Banks for smooth functioning if needed

This position may require 5% travel involved

JOB SPECIFICATIONS

Education:

• Bachelor's degree or above

Typical Profile:

• Customer Service Executive
• Customer oriented profile with previous Sales/Sales exposure
• Data entry experience.

Experience:

• 4-5 years of experience in customer service with knowledge in manufacturing.
• Data analysis experience, presentation of data and experience in handling ISO documents.
• Hands-on experience in Business Transfer and International Trade as well as Letter of Credit handling, incoterm, etc..
• Proven experience in a CRM program is an advantage.
• Experience in handling complaint from customers and solving complex client situations is an advantage
• Deep knowledge of customer journey improvement to drive customer centricity

Languages:

• Proficient in English.
• Fluent in the language(s) of the customers and CS team members of the Region is an advantage (Hindi, Telegu)

Position Type

Full time

and

Permanent

Only technical issues will be monitored through the below inbox:

recruiting.support@

PLEASE DO NOT SUBMIT RESUMES OR APPLICATIONS TO THIS EMAIL, AS THEY WILL NOT BE REVIEWED.

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.