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 Position

Customer Service Representative

Job Summary

JOB PURPOSE/OBJECTIVES:

Customer service representatives serve as experienced problem solvers and reliable points of contact for customers across various channels. You will handle complex inquiries, support escalations, and contribute to service excellence by mentoring team members and improving the overall customer experience. You will serve as the foundation of the team, sharing knowledge, providing guidance, and documenting standard processes.

Location: Norfolk, VA site 

Salary range: $55,000-60,000

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

• Team Level responsibilities
  • 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 knowledge within the team.
  • Monitor customer feedback and identify opportunities for service enhancements

• Assist in training and onboarding of new team members
• Contribute to the development of service policies, scripts, and playbook content
• Ensure compliance with company standards, service level agreement and industry regulations

• Back Office position in direct contact with internal players (Sales, Supply Chain, Production)
  • Perform Purchase orders entry into ERP Sales Order Processing System in respect with the potential allocation strategy or the priorities given by the Senior management
  • Manage the documents needed in the operational collaboration with the customers. ie.COQ, SDS, etc.
  • Provide Customer Service expertise to the Sales representatives as main point of contact
  • Is accountable for maintaining customer and sales order databases up to date, with all documents tagged as specified in the procedure
  • Guarantee a smooth link among the players in charge of the purchase order management (Sales, Operations and Logistics)
  • Work in collaboration with the freight forwarder for freight quotation and bookings for export customers
  • Provide Export documentation as required. (CCI, COO)
• Part of the backup organisation for the rest of the Customer Service Representatives, to make the whole group organization sustainable.
• Teamplayer in a complete local Supply chain group, including Transport, Distribution and Imports activities.

DIMENSIONS / FACTS AND FIGURES

• Circa 500 customers managed out of Imerys Norfolk Inc. and the warehouse network by the whole Customer Service Representatives team.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIREMENTS:

• Minimum 5 years of experience of customer service experience mandatory, export experience a plus
• Critical thinking and problem solving skills
• Exceptional interpersonal skills and leadership experience a plus
• Attention to detail is a must and ability to multitask
• Very agile in ERP management. Experience in SAP and GSuite is a plus
• High School diploma or equivalent is a minimum yet some higher education or college is preferred

KEY CHALLENGES

Multi-tasking at times can be challenging specifically when dealing with customer inquiries via phone and other people within the department.  Dealing with difficult customers can also be a challenge.

ADDITIONAL INFORMATION

PHYSICAL DEMANDS

This position requires remaining in a seated position for long periods of time, the ability to pick, pinch or otherwise work primarily with fingers to operate the keyboard for computer work.  This position requires the employee to frequently walk, bend, stoop and have the ability to lift and or move up to 25 pounds and mostly works in an office or plant environment.  This position is exposed to a cement and often dusty plant work environment and with contact with our product.  Based on the hazards of working in a plant/industrial environment, this position requires alertness, the ability to think rationally while working on multiple tasks.  This position needs the ability to express or exchange ideas, provide detailed spoken instructions by means of the spoken word to impact oral information to managers, suppliers, contractors, co-workers, direct report or the public.   While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl and talk or hear.  The employee is required to stand, walk, sit and climb or balance.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Reasonable accommodations may be made to ensure individuals with disabilities can perform the essential functions.

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.