Customer Service Representative

About 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 energy transition, sustainable construction, and natural solutions for consumer goods. Imerys draws on its understanding of applications, technological knowledge, and expertise in material science to deliver solutions that contribute essential properties to customers’ products and performance.

As part of its commitment to responsible development, Imerys promotes environmentally friendly products and processes and supports its customers in their decarbonization efforts.

Customer Service Representative

[Purpose & General Characteristics] Manager customer relationship following closing of sales (be the point of contact of the customer). Representative Activities:

• Order process management
• Place customers' orders
• Encode order with shipment date and liaise with logistic coordinator to organise shipment
• Communicate with customer on shipment dates and adjustments
• Inventory tracking for customers
• Manage consignment inventory tracking / VMI and reconcile inventory monthly
• Billing
• Daily processing of domestic and export invoices for customer orders (invoices issued by finance department)
• Initiate approval of billing to finance department
• Input data in ERP
• Manage rebates & commissions
• Review data and correct discrepancies as needed
• Maintain customer invoice files for archive in customer files (electronic or non‑electronic)
• Manage and improve billing process and participate in ERP implementation as needed
• Customer communication – be the 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 follow‑up with other functions from Customer Service (e.g. complaints, samples, regulatory questionnaire)
• Allocate tasks to the right functions
• Communicate back to Customer Service for customer information
• Follow‑up on tasks allocated with relevant functions (e.g. following up on samples sent out from plants)
• Manage recurring tasks (not following request from customer), e.g. safety data sheet

Full time
Permanent

Only technical issues will be monitored through the inbox:  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.