Customer Service – Continuous improvement Coordinator RAC

Job location:
Paris, France

Created moment:
March 3, 2023

Job reference:
REQ – 06918

The Company

The world’s leading supplier of mineral-based specialty solutions for industry with 14,000 employees, operations in more than 40 countries, and €4.3 billion in revenue in 2022.

Imerys delivers high-value-added, functional solutions to a great number of sectors, from processing industries to consumer goods. The Group draws on its understanding of applications, technological knowledge and expertise in material science to deliver solutions by beneficiating its mineral resources, synthetic minerals and formulations. Imerys’ solutions contribute essential properties to customers’ products and their performance, including heat resistance, hardness, conductivity, opacity, durability, purity, lightness, filtration, absorption and water repellency. Imerys is determined to develop responsibly, in particular by fostering the emergence of environmentally-friendly products and processes.

If you want to grow your skills and develop your career, find out more at www.imerys.com

The Position

Customer Service – Continuous improvement Coordinator RAC

Job Summary

JOB SUMMARY/PURPOSE

The Continuous Improvement Coordinator will be in charge of ensuring we deliver an improved and best in class service to our customers.

Need to enforce a “continuous improvement” mindset and process across our Customer Service & Logistics functions while collaborating with different internal stakeholders ((Sales/Sales Admin, Supply Chain & Logistics, Production, Finance)

The successful candidate will be a key link in our communication chain, creating strong information sharing among our teams, and then to our accounts.

JOB SCOPE/DIMENSIONS

Our CS & Logistics staff gathers over 180 people across the globe, all aiming at serving our internal and external customers.

We aim to leverage all our Best Practices and expand them, while enforcing new ones, ensuring that people in customer services are well trained to perform as well as possible their job in close collaboration with the Customer Experience Director.

KEY TASKS AND RESPONSIBILITIES

Design, Explain, prepare our core performance indicators:
Define the key indicators to be calculated to have a good view on our current service performance: On Time Shipment (OTS), Order Book, late pick-ups (among others to be defined)

Ensure the processes are consistent and the requirements clear in our transactional systems (ERP) to guarantee relevant calculations

Prepare the KPIs (frequency ranging from weekly to monthly) and share them with the team to be able to understand them

Interact with Local Customer Service Managers to understand the root causes, and support/challenge them in defining the related corrective actions

Provide transversal views & analytics going beyond the local performance only:

Key Account Dashboards

Market / Application / Regional views

Collaborate with the Sales Department to define required analytics and share them

Continuous improvement around existing Best Practices

Identify “local” Best Practices, all along the Order to Cash (price letters & confirmation, order entry & tracking, invoicing & documentation) and Care to retain (samples, complaints) processes

Act as a “Best Practices” spreading agent, in charge of extending their scope

Take ownership to improve our samples process:
Run a diagnostic of where we are as regards to our samples process, both on the tool (Smiles Customer Relationship Management system) and operational side (split of tasks, key roles)

Design a clear and simple Standard Operating Procedure

Define the Key Indicators to be followed (cost, time to send samples, split per country, market, …)

Review our Packaging & documents strategy to ensure we are providing the samples in the best condition possible

Manage transversal projects, for instance around:
Agents mapping and commissions payment process understanding

Harmonisation of our Price Confirmation process: review existing situation, ensure price template convergence, contribute to the creation of a pricing database

JOB SPECIFICATIONS

Education and Experience requirements:
Bachelor or Master Degree in business administration

3-5 yrs experience in customer service & logistics

Deep knowledge of customer journey improvement to drive customer centricity

Knowledge, skills, Imerys Leadership Behaviors

Customer focus and service orientation

Autonomous

Analytical Skills and ability to handle large amount of data

Effective interpersonal and communication skills

Team Spirit and collaboration

Strong ability to communicate and collaborate with different functions (Sales/Sales Admin, Supply Chain & Logistics, Production, Finance)

Strategic thinking

Result oriented

Project management skills to seek for continuous improvement

Tech Savvy: experience of CRM system (i.e.: SalesForce) and ERP system (i.e.: JDE/SAP) and familiar with Google Suite (Google Slides, Google Sheets, Google Docs, etc…)

Mastering Business Intelligence tools

Good english level

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.