The world leader in mineral-based specialty solutions for industry, with over 16,000 employees and over 200 sites worldwide, Imerys delivers high value-added, functional solutions to diversified set of industrial sectors, from processing industries to consumer goods. The Group draws on its knowledge of applications, technological expertise and its material science know-how to deliver solutions based on beneficiation of its mineral resources, synthetic minerals and formulations. These contribute essential properties to customers’ products and performance, including refractoriness, hardness, conductivity, opacity, durability, purity, lightness, filtration, absorption and repellency. Imerys is determined to develop responsibly, in particular by fostering the emergence of environmentally-friendly products and processes.
If you want to grow your skills and develop your career, find out more at www.imerys.com
Local Customer Service Executive - WA(CER)
Key Tasks & 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 organize 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.
Timely processing of invoices for customer orders (Tax invoices might be issues 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
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
Bachelor’s degree or above
Customer Service Executive
Customer oriented profile with previous Sales/Sales Admin exposure
2-5 years of experience in customer service with knowledge in manufacturing.
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
Proficient in English.
Fluent in the language(s) of the customers and CS team members of the Region is an advantage
Only technical issues will be monitored through the below 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.