21 Oct
myGwork - LGBTQ+ Business Community
Nadiad
This job is with Imerys, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
The Company
Imerys is the world's leading supplier of mineral-based specialty solutions for the industry with 3.8 billion in revenue and 13,700 employees in 54 countries in 2023. 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 Executive
Job Summary
JOB SCOPE/DIMENSIONS
This position will take care of the coordination activity for the materials to be shipped or dispatched from Nadiad and Mundra Locations.
The Scope Of This Position Covers
- Business Channels: Local Businesses (from local production sites and/or local warehouses - imported products and local external supplier)
- Liaison with Customers, Sales, Operations, Finance and Logistics teams and local agents / distributors
- Using CRM to update and prepare data for shipped related information.
- Sample dispatch to customers/clients based on the requirement and coordinate the entire activity to execute.
- Prepare G-sheet & presentation to update and track the dispatch movements and open order status.
Key Tasks And Responsibilities
Order process management
- Punch in the customers orders into the local ERP system and validate the order context according to internal / external customer's requirements and Source Plant's capability. Follow Service Level Agreements (SLAs).
- Encode order with delivery date and liaise with Source Plant's logistic coordinator to organize delivery
- Communicate with internal / external customer on delivery dates and adjustments
- Support in credit application, credit release application, credit note / debit note request if needed.
Containers movement tracking
- Closely monitor the containers movement until the containers arrive at the destination.
- For the export goods shall be tracking the goods will reach to destinations.
Billing
- Timely processing of invoices for customer orders (Tax invoices might be issues by Finance department)
- Input data in ERP
- Review data and correct discrepancies as needed (e.g. ordered quantity vs. shipped quantity)
- Maintain customer invoice files for archive in customer files (electronic or non electronic)
- Manage billing process and participate in ERP implementation as needed
Customer communication
- Be the single point of contact for allocated customers on all information requests, complaints, etc.
- Directly collect information and communicate to customer when possible (e.g. shipment tracking)
- Liaise with complaints,
samples & regulatory coordinator for requests requiring task allocation and follow-up with other functions (e.g. operations)
Customer requests coordination (not directly answered by Customer Service)
- Collect customer requests requiring task allocation and register in CRM. Follow-up with other functions from Customer Service (e.g. complaints, samples, regulatory questionnaire)
- Communicate back to Customer Service for customer information
- Follow-up on tasks allocated with relevant functions until it's closed (e.g. following up on samples sent-out from plants, complaint status, sample status and regulatory questionnaire etc)
Liasioning with external agencies like Shipping Agency and Banks for smooth functioning if needed
This position may require 5% travel involved
JOB SPECIFICATIONS
Education
- Bachelor's degree or above
Typical Profile
- Customer Service Executive
- Customer oriented profile with previous Sales/Sales Admin exposure
Experience
- 5-8 years of experience in customer service with knowledge in manufacturing.
- Hands-on experience in Business Transfer and International Trade as well as Letter of Credit handling, incoterm, etc..
- Proven experience in a CRM program is an advantage.
- Experience in handling complaint from customers and solving complex client situations is an advantage
- Deep knowledge of customer journey improvement to drive customer centricity
Languages
- Proficient in English.
- Fluent in the language(s)
of the customers and CS team members of the Region is an advantage (Hindi, Gujarati)
Imerys Soft Skills
Knowledge, skills, abilities and other characteristics
- Integrity
- Adaptability
- Rigour
- Committed
- Good interpersonal and communication skills
- Problem solving skills
- Team Spirit and collaboration
- Result oriented
- Project management skills to seek for continuous improvement
- Analytical skills
Specific Job Skills
- Experience of CRM system (i.e.: SalesForce) and ERP system (i.e.: Accpac/IFS/JDE/SAP) and familiar with Google Suite (Google Slides, Google Sheets, Google Docs, etc...)
Position Type
Full time
and
Permanent
Only technical issues will be monitored through the below inbox:
recruiting.support@ imerys.com
PLEASE DO NOT SUBMIT RESUMES OR APPLICATIONS TO THIS EMAIL, AS THEY WILL NOT BE REVIEWED.
To ensure fairness and legal compliance in our recruitment processes, only applications received through the online application process will be considered.
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.
▶️ Customer Service Executive
🖊️ myGwork - LGBTQ+ Business Community
📍 Nadiad