Customer Service Manager

The Company

Imerys is listed on Euronext Paris (France) with the ticker symbol NK.PA.

The Position

Customer Service Manager

Job Summary

Role:
- Manage & motivate the customer service team in order to provide the best possible service to customers.- Monitor customer satisfaction and improve services.- Ensure the training of the customer service team to products, systems and policies.- Structure and adapt the organisation to fit the volumes and service requirements.- Ensure the maintenance of accurate and up to date procedures for coordination of customer service with other functional areas (sales, logistics, finance, production, or quality).- Look for opportunities for streamlining activities to meet Customers’ needs & reduce costs- Contribute to develop a customer service policy and promote customer service amongst the organisation.

Responsibilities:
- Lead and supervise team of the market customer service and make it fit to the business requirements and changes.- Plan, prioritise and delegate various tasks among team member to ensure quality of service- Ensure the communication of the short term sales forecast from customer service to sales managers- Recruit customer service members as necessary.- Make the annual appraisals and set quality objectives.- Identify training needs for team members to achieve high standard of customer service.- Ensure clear and efficient procedures are in place to guarantee a quick, streamline order processing.- Ensure efficient records/archives are kept on all customers’ correspondence and documentation.- Ensure clear organisation 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/pbm resolving & key topics follow up + escalate to next level if pbm is critical and cannot be solved by the team within a certain timeline- Work on long lasting customer issues and provide solutions.- Ensure customer complaints, non-conformities treatment by the team and ensure monthly KPIs in place- Monitor the debit and credit notes- Lead the continuous process improvement based on KPI’s- Closely work with sales team to improve quality of relationships with customers.- Contribute with finance to credit management and cash objectives by strict control and follow up of doubtful customer

Key competencies- Strong customer orientation and business/commercial sense (understanding of key principles such as contract negotiation, price increase cycle, etc)- Deep knowledge of supply chain topics- Strong interpersonal and communication skills (oral and written, communication to customers, to customer service team and to other departments)- Management skills such as teamwork organization, performance management and leadership- Good analytical and problem solving skills, result oriented- Rigorous, organized and process oriented- Tools knowledge is a strong plus: ERP (SAP), CRM (Salesforce), Google will be a plus- Strategic thinking

Ideal background/ experience- Fluent in English and French- Master Degree, Engineer or Business School or equivalent experience- Experience in supply chain and/or customer service including 3-5 years minimum in management positions

Position Type

Full time

and

Permanent
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- 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._