The Company
Imerys 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 Supervisor (ITWA - Ceramics)
Job Summary

Order process management (Order to Cash - O2C & Care to Retain - C2R )

• Punch in the customers’ orders (internal & external) into local country / out of the country (Source Plant) ERP system and validate the order context according to internal (i.e.: Trading Hub) / external customers’ requirements and Source Plant’s capability. Follow Service Level Agreements (SLAs).
• Liaise with Source Plant’s logistic coordinator to organise shipment to ensure on time shipment in full
• Generate Order confirmation and communicate with Destination CS team in APAC and EMEA on shipment dates and adjustments
• Ensure customer service requirements for all shipments into the servicing region, trade bookings, and documentation and counter requirements. Knowledge of export transaction is a prerequisite and must be able to effectively troubleshoot any issues that may arise.
• Support in new business partner creation (FOB incoterm vendor) P2C, credit application, credit release application, credit note / debit note request if needed.
• Support in both Internal & External Audit
• Provide backup for other customer service teams as required.

Billing & Shipping Document

• Maintain Shipping documentation as per the international trade norms
• Timely processing of invoices for customer orders
• Input data in ERP
• Review data and correct discrepancies as needed
• Maintain customer invoice files for archive in customer files (electronic or non electronic)
• Manage billing process and participate in ERP implementation as needed

Customer communication in collaboration with Destination CS APAC, EMEA, PMA Sales and EMEA Intercompany

• 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)
• Keep a good relationship with customers and maintain a high level of customer satisfaction

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)