Customer Service Assistant - German portfolio

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.

As “unique” internal sales contact point, you will :

- Manage customer orders (from entry till invoicing), requests, complaints, enquiries rapidly and efficiently through the organization.
- Ensure a proactive market approach by monitoring customer order patterns and contacting them on a regular basis to track missing orders. Control customer satisfaction.
- By developing understanding of customers, products and applications, and through a positive questioning attitude, ensure customers’ real needs are satisfied at best costs for the company.
- Ensure proactive communication to customers versus specific issue regarding order fulfillment (delivery date, delays, quantity etc..) in coordination with relevant departments (Logistic Service, Sales).
- Contribute with the Logistics team to identify alternative delivery solutions from various stores in case of issue.
- Ensure the Front Office: management of direct contact with customers (phone, mail, email, fax, etc…) to answer their requests : information, documentation.
- Prepare & review monthly the orderbook with sales managers as owner of the orderbook (short-term sales forecast).
- Ensure the accurate order entry within the ERP’s (JDE and/or SAP) in compliance with the contract negotiated between the customer and the sales manager & provide support to commercial teams to send price increase letters to small customers of your market.
- Interface with credit controlling for the overdues management
- Interface with Logistic Service & Sales to follow on freight quotes
- Ensure the sending of general information & documentation mails to clients (change of products, site closing etc…)
- Ensure proper and periodic communication with the relevant sales manager about all major events, deviations, and development of critical topics with customers on her/his portfolio.
- Register and follow-up the customer complaints through a dedicated tool (CRM).
- Manage the administrative organization of files and archiving.
- Register and monitor the debit and credit notes.
- Ensure accurate and ontime invoicing of the customers.
- Coordinate Sample management with Back Office team & Sales Managers.
Contribute with Sales Manager to the data collection for new customers follow the new customer approval process & ensure correct set up of the new customers into ERP's following the required procedure.
 

Conditions of employment:
- "CDI" to be filled on the Imerys site in Toulouse
- Remote working 2 days a week.

Key Competencies & soft skills:
- Bilingual in English and French + fluent in German
- IT Tools knowledge (optional) : ERP (SAP) ; Google workspace.
- Strong customer orientation and business/ commercial sense.
- Strong interpersonal and communication skills (oral and written, communication to customers, to customer service team and to other departments).
- Knowledge in international trade and incoterm.
- Rigorous compliance with procedures and processes
- Analysis and judgment ability.
- Reactivity and stress management during peaks of activity.
- Team player and openness to multiculturalism.
- Strong organizational skills, ability to manage priorities.
- Agile and flexible, able to do back ups.
 

Educational & relevant experience:
- Bachelor / BTS (Advanced Technician’s Certificate) in international business foreign language, sales assistance
- Minimum 2 years of experience in a similar function (or at least in the industrial field).

and

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.