Customer Service Lead

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Imerys is the world’s leading supplier of mineral-based specialty solutions, with €3.6 billion in revenue and 12,400 employees across 40 countries in 2024. The company offers high value-added solutions to various industries, including energy transition, sustainable construction, and consumer goods, leveraging expertise in material science and application knowledge. Imerys promotes environmentally friendly products and supports customer decarbonization efforts.

The Position

Customer Service Lead

Job Summary

The Customer Service Lead is responsible for managing customer accounts, maintaining relationships, and ensuring excellent service. The role requires strong communication, logistics understanding, and proficiency with ERP systems and CRM tools.

Key Responsibilities

• Manage customer accounts via email and phone to ensure satisfaction.
• Understand and communicate logistics and dispatch issues.
• Ensure compliance with financial and accounting standards (SOX, GAAP, IFRS).
• Coordinate with internal and external audits.
• Report customer activity for production planning and forecasting.
• Process purchase orders in ERP, update CRM/Salesforce.
• Address customer inquiries, resolve product or service issues.
• Learn customer accounts, products, and ordering schedules.
• Multitask in a fast-paced environment, communicate order updates.
• Identify process improvements and engage relevant departments for resolution.
• Follow up on sales orders, credits, billing, and customer status.
• Collaborate with Account Managers to retain and grow sales.

Skills & Attributes

• Excellent mathematical, typing, spelling, and grammar skills.
• Understanding of logistics and experience with Microsoft applications, especially Excel.
• Good communication skills and team collaboration.
• Ability to multitask under pressure.

Education & Experience

• High School Diploma required;
  Bachelor’s Degree preferred.
• 3-5 years’ customer service experience, preferably in manufacturing.
• 2-3 years’ experience with ERP systems, preferably MS AX.
• Experience in accounting and logistics is a plus.

Position Details

• Full-time and permanent.

Only applications via the online process will be considered. Please do not submit resumes to .

Imerys is an Equal Opportunity Employer that values diversity and inclusion.