Customer Service Representative
The Company Imerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.4 billion in revenue and 12,300 employees in 40 countries in 2025. 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 Company Imerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.4 billion in revenue and 12,300 employees in 40 countries in 2025. 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.
Customer Service Representative
Location:
Norfolk, VA site
Salary range: $55,
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 the customer.
- Perform as the single point of contact for our customers’ requests linked to Customer Service.
- Invoice the customer orders once delivered to the customer.
- 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. - Process Customer Returns as well as Credit / Rebills as necessary.
- Process Consignment orders for Customer Accounts.
- Report customers complaints received and follow up on investigation and action plan.
- Oversee the teams workflow & help train on proper process flow
- Provide exceptional customer service to external customers and internal stakeholders across order management, logistics coordination, shipping administration, quotations, and master data maintenance
- Establish & Document team standard operating procedures
- Backlog Order report weekly review / cleanup
- Assign new accounts / communicate with Account Creator for new account setup and pricing
- Provide guidance and support to other customer service representatives
- Deliver against daily, weekly, and monthly key performance indicators(KPI) while continuously seeking opportunities to improve efficiency, productivity, and customer satisfaction.
- Support process improvement initiatives and contribute to sharing best practices and operational…
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