Job description

Full Job Description

The Company
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.

At the Chesapeake location, we are a leading manufacturer of calcium aluminate cements. We are an ISO 9001, OHSAS 18001 and 14011 certified production facility and produce a variety of cements for customers in a wide range of markets in Mexico, Canada and the US.

If you want to grow your skills and develop your career, find out more at www.imerys.com

Our Customer Service representatives are part of the Supply Chain group and provides for the satisfaction of customer requirements through smooth external and internal communication, order entry and handling, on both Domestic and Export markets.

KEY RESULTS AREAS / PRINCIPAL RESPONSIBILITIES:

● Front Office in direct contact with customers / Voice of the customer inside Imerys

o Receive Purchase Orders from customers and smoothly manage their control (coherency with our offer) and their confirmation back to the customer.

o Perform as the single point of contact for our customers’ requests linked to Customer Service.

o Invoice the customer orders once delivered to the customer.

o Ensure customer satisfaction in link with Imerys offer (quality of service, quality of communication and support).

o Record and monitor samples’ requests.

o Assist customers in resolving issues.

o Track the progress in the orders management: Advise collect customers when their orders are ready for pickup / Advise customers when orders are late at delivery or past dues at pick up / Challenge the internal players in case of delay.

o Process Customer Returns as well as Credit / Rebills as necessary.

o Process Consignment orders for Customer Accounts.

o Report customers complaints received and follow up on investigation and action plan

● Back Office position in direct contact with internal players (Sales, Supply Chain, Production)

o Perform Purchase orders entry into ERP Sales Order Processing System in respect with the potential allocation strategy or the priorities given by the Senior management

o Manage the documents needed in the operational collaboration with the customers. ie. COQ, SDS, etc.

o Provide Customer Service expertise to the Sales representatives as main point of contact

o Is accountable for maintaining customer and sales order databases up to date, with all documents tagged as specified in the procedure

o Guarantee a smooth link among the players in charge of the purchase order management (Sales, Operations and Logistics)

o Work in collaboration with the freight forwarder for freight quotation and bookings for export customers

o Provide Export documentation as required. (CCI, COO)

● Part of the backup organization for the rest of the Customer Service Representatives, to make the whole group organization sustainable.

● Team player in a complete local Supply chain group, including Transport, Distribution and Imports activities.

We are looking for people who have the following knowledge, skills and experiences

● Prior customer service experience mandatory, ideally in an international environment (at least 2 years) that includes working with the transportation and inventory control team.

● Critical thinking and problem solving skills

● Exceptional interpersonal skills

● Attention to detail is a must.

● Ability to multitask.

● Very agile in ERP management. Experience in SAP, AX and G-Suite is a plus

● High School diploma or equivalent is a minimum yet some higher education or 2 year college degree is preferred

KEY CHALLENGES

Multi-tasking at times can be challenging specifically when dealing with customer inquiries via phone and other people within the department. Dealing with difficult customers can also be a challenge

We offer a great work environment with work flexibility in a team environment. Come join our team where everyone is eligible for a performance bonus!

Job Type: Full-time

Pay: $52,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Chesapeake, VA 23324: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 2 years (Required)
• ERP systems: 2 years (Required)

Work Location: In person

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