Customer Service Executive-2

The Company

The world’s leading supplier of mineral-based specialty solutions for industry with 14,000 employees, operations in more than 40 countries, and €4.3 billion in revenue in 2022.

Imerys delivers high-value-added, functional solutions to a great number of sectors, from processing industries to consumer goods. The Group draws on its understanding of applications, technological knowledge and expertise in material science to deliver solutions by beneficiating its mineral resources, synthetic minerals and formulations. Imerys’ solutions contribute essential properties to customers’ products and their performance, including heat resistance, hardness, conductivity, opacity, durability, purity, lightness, filtration, absorption and water 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

The PositionCustomer Service Executive-2

Job Summary

KEY TASKS AND RESPONSIBILITIES

Order fulfilment processing (domestics outbound order, export outbound order, direct plant import order)

Receive customer purchase order, verify and input in ERP / CRM system.

Coordinate with related internal department, warehouse and transport suppliers to arrange suitable delivery solutions to the customer in accordance with the committed delivery date.

Prepare, verify the shipping documents and share with the customer as per required timeline.

Process all the required operational and system related transactions in accordance with standard operating guidelines.

Monitor order credit block as well as order blockage and process milestones during order fulfilment cycle and to ensure all relevant parties are made aware of potential problems / delay if any.

Customer service

Assist all customers’ enquiries and feedbacks related to orders.

Establish and maintain good working relationships with customers.

Lead the collaboration with the 3rd party service providers and internal parties to ensure smooth and on time delivery.

Provide assistance for urgent orders out of working hours / during holidays when it is required.

Record customer complaints in CRM, work with relevant parties to investigate the root cause, identify corrective and preventive action to provide a suitable response to the customer.

Stock planning and inbound management

Work with customers and sales to understand demand forecasts supporting the stock planning process.

Monitor demand against available stock level in the warehouses on a regular basis to identify replenishment timing and quantity, and advise involved parties of potential supply issues.

Create replenishment purchase orders in ERP and liaise with internal and external suppliers to arrange shipment as requested delivery date.

Initiate stock transfer among warehouses when it is required.

Verify inbound receipt report provided by the external warehouses.

Report and escalation missing / damage stock issue to relevant parties.

Post goods receipt in the system

Freight forwarding operation for import and export shipments

Follow up all inbound replenishment purchase orders / outbound export order until goods are delivered to the assigned warehouses / plants / agreed INCOTERM locations.

Work with nominated freight forwarders / customs brokers for the freight booking, import / export clearance process of Imerys’s inbound / outbound shipments including applying additional license / import and export documentation such as Certificate of origin, import / export permit

Reporting and administration

Prepare regular reports to monitor and measure work performance such as: KPI performance report, replenishment purchase order tracking report, inventory report, safety stock and reorder calculation, backlog orders / orders with past delivery date.

Verify and upload all logistics / tolling suppliers’ invoices in ERP for payment processing and ensure all the transactions performed by external

Other general administrative and adhoc reports that may be required from time to time.

Master data management

Ensure data accuracy in ERP:

Pricing data: create pricing condition and contract template in SAP in accordance with valid commercial offer provided by commercial team, ensure order is processed correctly with the correct pricing and incoterm.

Material and customer master data: follow the standard operation requirements for material and customer creation, extension; ensure data accuracy and no duplication.

Education and Experience requirements:

Bachelor's degree in Business, Supply Chain, or Industrial Engineering

• 4 years’ experience in customer service operations and logistics

• Passionate in working with customer

• Ability to work with little supervision, track multiple priorities in accordance to agreed service level or required timeline.

• Keen on working in a fast-paced environment; works well under pressure

• Knowledge of global trade compliance

• Computer-savvy with a working knowledge of logistics software (ERP)

• Outstanding organizational and coordination abilities

• Excellent communication and interpersonal skills.

• Cross functional collaboration skill.

Position TypeFull time

andPermanent

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.

REQ - 08160