Customer Service Representative

About the role

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. Location: Norfolk, VA site. 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.

Responsibilities

• 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.
• 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.
• 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 (e.g., 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.

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; some higher education or college is preferred.

Pay

Salary range: $55,000‑60,000.

Schedule

Position Type: Full time and Permanent.