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Customer Service Representative

2 months ago

Chesapeake, United States Imerys Full time

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 www.imerys.com The Position Customer Service Representative Job Summary JOB PURPOSE/OBJECTIVES: Provide 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 Receive Purchase Orders from customers and smoothly manage their control (coherency with our offer) and their confirmation back to customers Play the role of single point of contact for customers’ request linked to Customer Service perimeter Invoice the purchase orders once delivered Ensure customer satisfaction in link with Imerys offer (quality of service, quality of communication and support). Record and monitor samples’ requests. Assist customers in resolving issues 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 Report customers claims received and follow up on investigation and action plan Back Office position in direct contact with internal players (Sales, Supply Chain, Production) 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 Manage the documents needed in the operational collaboration with the customers Provide Customer Service expertise to the Sales representatives as main point of contact Is accountable for maintaining customer and sales order databases up to date, with all documents tagged as specified in the procedure Guarantee a smooth link among the players in charge of the purchase order management (Sales, Operations and Logistics) Work in collaboration with the freight forwarder for freight quotation and bookings for export customers Part of the backup organisation for the rest of the Customer Service Representatives, to make the whole group organisation sustainable. Teamplayer in a complete local Supply chain group, including Transport, Distribution and Imports activities. DIMENSIONS / FACTS AND FIGURES Circa 500 customers managed out of Imerys Norfolk Inc. and the warehouse network by the whole Customer Service Representatives team. Knowledge, Skills And Experiences Prior customer service experience mandatory, ideally in an international environment Critical thinking and problem solving skills Exceptional interpersonal skills Very agile in ERP management. Experience in SAP and AX is a plus High School diploma or equivalent is a minimum yet some higher education or college 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. Additional Information PHYSICAL DEMANDS This position requires remaining in a seated position for long periods of time, the ability to pick, pinch or otherwise work primarily with fingers to operate key board for computer work. This position requires the employee to frequently walk, bend, stoop and have the ability to lift and or move up to 25 pounds and mostly works in an office or plant environment. This position is exposed to a cement and often dusty plant work environment and with contact with our product. Based on the hazards of working in a plant/industrial environment, this position requires alertness, the ability to think rationally while working on multiple tasks. This position needs the ability to express or exchange ideas, provide detailed spoken instructions by means of the spoken word to impact oral information to managers, suppliers, contractors, co-workers, direct report or the public. While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl and talk or hear. The employee is required to stand, walk, sit and climb or balance. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Reasonable accommodations may be made to ensure individuals with disabilities can perform the essential functions. Position Type Full time and Permanent #J-18808-Ljbffr