CUSTOMER SERVICE TEAM LEADER

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 TEAM LEADER

Job Summary

Responsabilities

Support the Customer Service manager in the coordination of customer service team activities.

Organise and participate to the onboarding of the new recruits in order to ensure a proper ramp up of collaborators’ competencies and knowledge at the right pace

Escalate to the relevant Customer Service manager in case of issues (roles & responsibilities of team members not clearly defined, competencies gap etc…)

Be the point of contact for the Customer Service team with operational issues and support them in the solving. Escalate to the Customer Service Manager if the problem is critical and cannot be solved by the team within a certain timeline.

Be a facilitator in the relationship with the back offices teams in order to ensure a smooth collaboration

Actively participate and sometimes lead the daily visual management meetings for the Customer Service team.

Help to solve operational issues on ERPs, escalate to IT support when necessary

Support the team in the creation of customer complaints and requests and make sure they are properly managed and addressed through CRM (Salesforce) according to the common Performance Minerals EMEA process

Participate to the continuous improvement of processes and is proactive in proposing solutions for identified pain points (to external & internal customers)

Produce Customer Service KPIs and report on performance along with necessary action plan

Be the referent point of contact in case of absence of the managers, escalate the issue when necessary

Accountability

Participate to the OTIF and customer satisfaction of the PM EMEA Customer Service

Participate to the complaints KPIs

Key interfaces: strong partnership to be built with (i) Customer Service team (ii) Logistics, (iii) Operations, (iv) Sales team, (v) Finance

Competencies and experience

Key competencies

Strong customer orientation and business/commercial sense (understanding of key principles such as contract negotiation, price increase cycle, etc)

Deep knowledge of customer service topics

Strong interpersonal and communication skills (oral and written, communication to customers, to customer service team and to other departments)

Good analytical and problem solving skills, result oriented

Rigorous, organized and process oriented

Tools knowledge: ERP (SAP), CRM (Salesforce), Google will be a plus

Management skills such as teamwork organization, performance management and leadership

Strategic thinking

Ideal background/experience

Fluent in English and French, any other language is a plus

Bachelor or Master degree or equivalent professional experience

5 years experience in customer service

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.