Representative - Customer Service

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.

Customer Service Representative

EEO Code/Description

 

Department/Location

Supply Chain / Andersonville, GA

Reports to (Job Title)

Production Planning and Customer Service Manager

Direct Reports (Job Title)

None

Job  Scope

 

Job Summary

Processes and tracks customer orders. Proactively communicate to the customer any issues with on-time shipments.  When service breakdowns occur, maintain customer relationships by proactive communication and working with the commercial team by intervening on the customer’s behalf.  Works with the plant, transportation, quality, and production planning to offer a reasonable solution that is in the best interests of the customer and the company.

Key Tasks and Responsibilities

Domestic Customer Service Pole:

• Create, process and coordinate with plant personnel domestic customer orders. Tracks orders to alert customers if there is a potential past due situation.

• Enters all orders and sends order acknowledgement to customers.

• Creates invoices, performs price verifications, and mails invoices. Is responsible for the control of the customer invoicing process.

• Prepare domestic shipping documentation, ensuring compliance with domestic laws and regulations.

• Effectively execute and maintain processes and systems used in the performance of duties

• Maintain customer accounts and profiles per defined processes ie, shipping addresses, customer contacts and new item numbers, free text invoicing and credit / re-bills

• Proactively communicate with the customer in tracking their order.

• Perform due diligence on customer inquiries and assist in resolving customer issues/complaints.

• Research customer’s issues independently and engage the appropriate department for resolution.

• Work with the plants, transportation, quality, and production planning to offer a solution that is in the best interests of the customer and the company.

• Review and resolve price discrepancies with billing and Customer Service including issuing associated credits.

• Work closely with Sales, Product Management, Production Planning, Freight Forwarders, carriers and Transportation category managers in order to coordinate appropriate action to meet customer expectations. 

• Accountable for the open orders cleaning.

• Continuously look for process improvements to simplify the role.

• Ensure compliance with all safety, environmental and ISO 9001:2008 procedures that apply to Customer Service.

• Is responsible for the selling price offer preparation - in coordination with Sales Teams - and price offer storage into our CRM tool.

 

Logistics Pole (Back-up as needed):

• Verifying the truck has the correct information to pick up the load.

• Entering all outbound order information in AX.  Equipment number, container number and seal number.

• Schedules customer trucks for certain customers ( Chicago Heights, Uni-Ref, Universal, Allied and others as required).  This is done the prior month  by going into Customer Portal and providing pick up information.

• Schedules customer trucks on a PRN basis when requested.

• Contacts LTL carriers for spot quotes for samples and customer shipments.

• Secures truck quotes for Savannah when needed.

• Secures truck quotes for unique shipments of for forecasting / costing purposes

• Primary for maintaining the appointment schedule.  Contacts carriers and customers when a reschedule is needed.

• Communicates with production on unscheduled  and early trucks.

• Provide backup support to Customer Service Manager and Traffic coordinator on the NS rail system. 

• Assists Traffic coordinator when needed with outbound shipments and appointment scheduling and rescheduling.

• Prepare special invoices for customers who are billed on what is produced not what has shipped.

 

Skills and Attributes Requirements

• Confidence, tact, patience, and diplomacy while dealing with complex problems.

• Ability to juggle multiple and often competing tasks and demands.

• Strong problem resolution and analytical skills.

• Ability to determine solutions and implement with little supervision.

• Excellent computer skills including Microsoft Office Suite/Excel/steamship online systems

• Excellent communication skills required to anticipate customer complaints and react to them appropriately.

• IT

• Must be able to work cross functionally

 

Education/Experience Requirements

• High School Diploma; college degree or technical school diploma preferred.

• 5-7 years Customer Service experience 

 

Environment

• Physical requirements are those of a standard office

• Some travel may be required for the purpose of meeting with customers