Customer Service Specialist

Customer Service Specialist

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.

The Position Customer Service Specialist-2 Job Summary

Key Tasks & Responsibilities:

• Take customer orders either directly from customers or account managers via phone, email, or fax
• Process purchase orders in an accurate and timely manner; assign ship date, shipping location, and correct pricing
• Work with production and freight companies to achieve on-time customer deliveries
• Communicate with customers regarding order status, estimates and quotations, order changes, and shipping confirmations
• Work with account managers and production to resolve any customer complaints or inquiries
• Maintain regular contact with account managers regarding price inquiries, discrepancies on customer purchase orders and update order status
• Maintain accurate customer information and update as needed
• Communicate with plants to inform them of large incoming orders to ensure the product will be available on time for customers
• Manage change orders and customer returns
• Monitor scheduled shipment dates to ensure timely delivery
• Participate in cross functional training and other team building activities

Perform other duties as assigned by Customer Service Supervisor

Other Important Functions:

• Strictly adhere to all company policies and procedures
• Ability to understand and carry out instructions furnished in written, oral, or diagram form
• Ability to troubleshoot system performance related issues to solve basic problems and find a safe, effective solution
• Strong troubleshooting skills required; understanding of electrical and mechanical principles, Preventive Maintenance theories
• Must be capable of reading and interpreting documents such as safety rules, blueprints, schematics, operating and maintenance instructions, and procedure manuals
• Ability to write and communicate clearly and effectively on work orders and safety improvement recommendations
• Perform production tasks such as operation of equipment as needed.
• Required to participate in a scheduled after-hours on-call rotation to address time-sensitive customer issues, including those related to logistics, order processing, and critical operational support.

Education & Experience Requirements:

• High School Diploma. Bachelor's degree in related field preferred.
• 1-3 years of customer service experience.
• Must have excellent oral and written communication skills.
• Ability to participate in an occasional on-call rotation to handle urgent customer needs outside of standard business hours.
• Industry related experience is a plus.
• MS Office (Excel, Word and PowerPoint) Knowledge of SAP preferred.
• Fluent English, knowledge of other foreign languages is a plus.

IMERYS is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Note:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Position Type Full time and Permanent