Customer Service Manager

Contenu de l'offre Customer Service Manager chez Imerys

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. The Group draws on its knowledge of applications, technological expertise and its material science know-how to deliver solutions based on beneficiation of its mineral resources, synthetic minerals and formulations. These contribute essential properties to customers’ products and performance, including refractoriness, hardness, conductivity, opacity, durability, purity, lightness, filtration, absorption and 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 Manager

Job Summary

Role

Manage and supervise all Customer Service activities for a determined Market and ensure the best quality of service to Customers of this market.

With the customer service team, be the unique point of contact of all customers for every request alongside the Sales team.

Support accurate management of revenue

Responsibilities

Manage and coordinate the customer service teams activities. Ensure that roles and responsibilities of each team member are clearly defined, define the training plan to ramp up collaborators competencies and knowledge.

Ensure clear organization 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 problems resolving & key topics follow up and escalate to next level if problem is critical and cannot be solved by the team within a certain timeline

Make sure that all customer complaints and requests are properly managed and addressed through CRM (Salesforce) according to the common Performance Minerals EMEA process

- Ensure tight follow for a timely reply to customer in direct or via the sales team

- Ensure that all requests are addressed and replied in collaboration with the other departments
Systematically close the loop with the customer and the account sales manager

Is responsible for the order to cash process, aligned with Imerys internal control rules, including a clear segregation of duties

Ensure that all customer profiles are created and up-to-date in the ERP and CRM

Make sure that prices and conditions are created or updated (including rebates and commissions) into the ERP, based on information received from the sales team

Actively support the sales and credit teams : price offers formalization, implementation and tracking of KPIs, anticipation of customer needs, alert in case of customer dissatissaction, help to the credit collection if necessary

Ensure that customer service teams provide accurate shipments forecast (outlook) and relevant actions (logistics...) to deliver against Imerys commitment

Ensure the continuous improvement of processes and be proactive in proposing solutions for identified pain points (to external & internal customers)

Produce Customer Service KPIs and report on performance along with necessary action plan

Deploy the Customer Experience strategy and training plan within the team

Accountability

Is accountable for the OTIF and customer satisfaction

Is accountable for the complaints KPIs

Key interfaces: strong partnership to be built with (i) Operations, (ii) Sales teams, (iii) Product Manager, (iii) Demand Planning and S&OP leader; (iv) Purchasing; (v) Finance

Job Title & Position in the organization

Title: Customer Service Manager

Reporting to: Customer Service Director

Direct reports: Customer Service team (10 to 12 people)

Location: Toulouse, France

Competencies & Experience

Key competencies

Strong customer orientation and business/commercial sense: understanding of key principles such as contract negotiation, price increase cycle, etc...

Deep knowledge of customer service topics

Strong interpersonal and communication skills (oral and written, communication to customers, to customer service team and to other departments)

Good analytical and problem solving skills, result oriented

Rigorous, organized and process oriented

Tools knowledge: ERP (SAP), CRM (Salesforce), Google Suite will be a plus

Management skills such as teamwork organization, performance management and leadership

Strategic thinking

Ideal background/ experience

Fluent in English and French, any other language is a plus

Engineer or Business School or equivalent professional experience

10 years experience in customer service including min of 3 years in management

Typical profile

Supply Chain manager or Customer Service Manager

Position Type

Full time

and

Permanent

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.