The CompanyImerys 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 ManagerJob SummaryRole:Manage & motivate the customer service team in order to provide the best possible service to customers.Monitor customer satisfaction and improve services.Ensure the training of the customer service team to products, systems and policies.Structure and adapt the organisation to fit the volumes and service requirements.Ensure the maintenance of accurate and up to date procedures for coordination of customer service with other functional areas (sales, logistics, finance, production, or quality).Look for opportunities for streamlining activities to meet Customers’ needs & reduce costsContribute to develop a customer service policy and promote customer service amongst the organisation.Responsibilities:Lead and supervise team of the market customer service and make it fit to the business requirements and changes.Plan, prioritise and delegate various tasks among team member to ensure quality of serviceEnsure the communication of the short term sales forecast from customer service to sales managersRecruit customer service members as necessary.Make the annual appraisals and set quality objectives.Identify training needs for team members to achieve high standard of customer service.Ensure clear and efficient procedures are in place to guarantee a quick, streamline order processing.Ensure efficient records/archives are kept on all customers’ correspondence and documentation.Ensure clear organisation and information flows set up in order to ensure all customers’ questions are dealt rapidly and efficiently.Implement any necessary ritual to animate the team around quick fix/pbm resolving & key topics follow up + escalate to next level if pbm is critical and cannot be solved by the team within a certain timelineWork on long lasting customer issues and provide solutions.Ensure customer complaints, non-conformities treatment by the team and ensure monthly KPIs in placeMonitor the debit and credit notesLead the continuous process improvement based on KPI’sClosely work with sales team to improve quality of relationships with customers.Contribute with finance to credit management and cash objectives by strict control and follow up of doubtful customerKey competenciesStrong customer orientation and business/commercial sense (understanding of key principles such as contract negotiation, price increase cycle, etc)Deep knowledge of supply chain topicsStrong interpersonal and communication skills (oral and written, communication to customers, to customer service team and to other departments)Management skills such as teamwork organization, performance management and leadershipGood analytical and problem solving skills, result orientedRigorous, organized and process orientedTools knowledge is a strong plus: ERP (SAP), CRM (Salesforce), Google will be a plusStrategic thinkingIdeal background/ experienceFluent in English and FrenchMaster Degree, Engineer or Business School or equivalent experienceExperience in supply chain and/or customer service including 3-5 years minimum in management positionsPosition Type Full timeand PermanentOnly technical issues will be monitored through the below inbox:recruiting.support@ imerys.comPLEASE 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.
