Customer Service Lead

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

Customer Service Lead

Job Summary

Job Description

Job Summary

Account Associate must have strong business and advanced customer service skills to maintain and manage specific market based customers. In this role the Account Associate must proactively maintain ongoing relationships with Customers, Account Managers and other departmental staff. Account Associate must have the ability and knowledge of all aspects of Customer Service, Accounting and Logistics.

Key Tasks and Responsibilities

Demonstrated ability to perform all entry level and/or intermediate level tasks in addition to the follow:

Manage customers’ accounts with exceptional communication via email

and phone, to ensure customer satisfaction.

Ability to understand and communicate logistics and dispatch issues.

Understand and ensure Account Services activities comply with all financial and accounting requirements (including SOX, GAAP and IFRS)

Provide insight and direction to internal and external audit coordination

Report customer activity to appropriate sales, marketing teams, and accounting personnel for purposes of production scheduling, forecasting, and budgeting.(Frequently)

Process purchase orders in ERP system, ensure customer’s contacts and records are kept updated, review and update CRM/Salesforce.

Follow-up with potential customers or existing customers by answering product and service questions; suggesting information about other products and services.

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.

Learn and understand customer’s accounts, products and their ordering schedule to help aid in production planning.

Strong abilities to multi-task in a fast pace environment. Consistently contacting customers about changes to their order and delivery details.

Must have strong analytical skills and always willing to seek opportunities for process improvements to simplify the role.

Research customer’s issues/inquiries independently and engage the appropriate department for resolution.

Enter and follow-up on sales orders, credits and billing issues with the appropriate departments and advise the customers of status.

Work closely with Account Managers to coordinate appropriate actions to retain and increase sales.

Perform other duties as directed by management.

Skills and Attributes

Excellent mathematical abilities

Excellent typing, spelling and grammar skills

Understanding of logistics

Experience using Microsoft based applications, specifically Excel

Experience in using Gmail applications preferable

Excellent communication skills and ability to work well with others.

Ability to multi-task under pressure while maintaining a positive attitude.

Education/Experience Requirements

Proficient working knowledge of MS AX (ERP systems),Gmail, Lotus Notes, MS Office, SharePoint

High School Diploma Required , Bachelor’s Degree Preferred

3-5 years’ experience in customer service preferably in a manufacturing environment required.

2-3 years’ experience with ERP database system , preferably MS AX

Accounting and/or Logistics experience a plus

Position Type

Full time

and

Permanent

Only technical issues will be monitored through the below inbox: recruiting.support@ imerys.com 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.