CUSTOMER SERVICE TEAM LEADER

Imerys est le leader mondial des spécialités minérales pour l’industrie avec un chiffre d’affaires de 3,4 milliards d’euros en 2025 et 12 300 salariés répartis dans 40 pays. Le Groupe offre des solutions à haute valeur ajoutée et fonctionnelles pour un grand nombre de secteurs et marchés en forte croissance, comme ceux des solutions pour la Transition Énergétique et de la construction durable mais aussi celui des solutions naturelles pour les biens de consommation.

Imerys s’appuie sur sa maîtrise des applications, ses connaissances technologiques et son expertise dans les sciences des matériaux pour proposer des solutions apportant des propriétés essentielles aux produits de ses clients et à leurs performances. Dans le cadre de son engagement à se développer de manière responsable, Imerys propose des produits et procédés respectueux de l’environnement en plus d’accompagner ses clients dans leurs efforts de décarbonation. Imerys est coté sur Euronext Paris (France) sous le code NK.PA. Le Poste CUSTOMER SERVICE TEAM LEADER

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 Type de Poste Temps plein et Durée Indeterminée Seuls les problèmes techniques seront gérés via l'adresse mail ci-dessous: recruiting.support@ imerys.com MERCI DE NE PAS ENVOYER DE CVs OU DE CANDIDATURES A CETTE ADRESSE MAIL CAR ILS NE SERONT PAS ETUDIES PAR LES DESTINATAIRES CORRESPONDANTS. Afin de garantir la conformité légale et l'équité de notre processus de recrutement, seules les candiatures reçues via le processus en ligne de notre site officiel de recrutement seront prises en compte.