Imerys Hiring for Customer Service Assistant (International) Job at Kerikeri , New Zealand Full Time

The Company

The world leader in mineral-based specialty solutions for industry, with over 16,000 employees and over 200 sites worldwide, Imerys delivers high value-added, functional solutions to diversified set of industrial sectors, from processing industries to consumer goods. The Group draws on its knowledge of applications, technological expertise and its material science know-how to deliver solutions based on beneficiation of its mineral resources, synthetic minerals and formulations. These contribute essential properties to customers’ products and performance, including refractoriness, hardness, conductivity, opacity, durability, purity, lightness, filtration, absorption and 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 Assistant (International)

Job Summary

JOB SUMMARY/PURPOSE

International Customer Services (in charge of orders where the asset of distribution and the customer are in the different countries) focuses on Order to Cash and Care to Retain processes. Focus on 1 or 2 market segments. Customer Service Assistants play a key role of maintaining a high level of Customer Satisfaction as well as monitoring on-time delivery in full.

This role also includes Supply Chain related tasks. Indeed, Imerys Ceramics New Zealand produces halloysite products at Matauri Bay, from where they are exported via road, rail and ocean. As a key member of the both New Zealand Supply Chain team and International Customer Services team for ANZ, this position will support the dispatch of the orders from Matauri Bay asset..

The primary job role is to assist in all customer service functions including the receipt and coordination of customers orders, and to then procure all logistical aspects for preparation, transport and delivery of products to customers on time, in compliance with all rules and regulations and within scope of order.

Another key aspect of this role is the digitalization of the Customer Service processes and Logistics processes with the support of the center of excellence in APAC.

JOB SCOPE/DIMENSIONS

Logistics related tasks:

• Sales annually of 8,000 – 10,000 dry tonnes.

• Scheduling road, rail and shipping bookings for 400-500 containers annually.

• Sales and logistics coordination to customers in approximately 20 countries.

Typical KPIs: On Time Delivered / On Time In Full, Customer complaints related to customer services, EHS KPIs, Order entry (volume, value), urgent Sales order rate, Net Promoter Score.

• Implementing improved ERP and Google systems to reduce manual systems.

Role will be Matauri Bay based with some occasional travel within New Zealand, but with no expected overseas travel.

This role reports to the International Customer Service Supervisor for ANZ who is based in Matauri Bay.

KEY TASKS AND RESPONSIBILITIES

International Customer services:

• Assist the International customer service team in the country to support CS daily operation.

• Coordinate customers’ inquiries, order processing, sample requests and complaint cases being processed and effectively communicate with the customers, keeping them informed of order status in a timely manner.

• Determine customers’ needs and closely coordinating with sales, production, accounting, and logistics teams to ensure the customers’ requirements are met and enable a smooth flow of business.

• Improve quality service by recommending improved processes; identifying new product and service applications. Set up work procedure and instructions accordingly to avoid any day to day disruption

• Keep a good relationship with customers and maintain a high level of customer satisfaction.

• Work closely and align with other functions (e.g. Sales, Supply Chain, S&OP, Finance, Industrial) to deliver the best customer experience, ensure cooperation within the Customer Service teams and other internal departments to obtain information for the proper and smooth handling of customers’ enquiries.

• Trigger invoicing to the customers coordinating with Finance in a timely manner

• Provide prompt assistance to the local customer service team and help in solving customers’ complaints with CRM

• Promote digital tools ( e.g. Google Suites, ERP, CRM) within the CS teams.

Logistics services (dispatch of products from Matauri Bay):

• Management of despatch planning from plant

• Arrangement of trucks, trains with vendors for dispatch from plant

• Arrangement of tasks at port (both physical and document flows)

• Shipping documents preparation as per the international trade norms

• Closely monitor the containers’ movement until the containers arrive at the destination.

• Ensure the vendor invoices related to logistics are checked, recorded in the local ERP system and passed to Finance for payment processing with supporting documents.

• Schedule and book Ocean container freight with contracted shipping lines

• Schedule and book Rail for container movements with Kiwi Rail

• Coordinate with the Production Manager container loading at Matauri Bay and communicate loading schedule with Container Trucking companies.

• Effectively coordinate the supply chain for container movements between container release sites in Auckland, to the Whangarei CT Rail site, trucking to Matauri Bay, container loading and repeat journey to ports ensuring that port cut off times are met and no added costs or penalties incurred.

• Coordinate all logistics documentation effectively with the on site Finance team.

• Compile and maintain the Sales Forecast Schedule and Rail and Production Schedule

• Update all stakeholder parties on a regular daily basis

• Maintain the Customer Data Sheets

Continuous Improvement and KPIs:

• Ensures policies, practices and procedures are understood and followed by the SOP without compliance issues.

• Ensure data quality entered to the local ERP system for analysis and prepare forecast and outlook of the country perimeter.

• Implement and review CS guidelines, good practices & KPI

• Optimizing the use of available tools (ERP, CRM, SAC, Google etc), digitalize and automate reports and document processes.

• Ensure continuous improvement and training to align CS teams reaching expected standards of quality.

• Support new business initiatives and projects and contribute to review meetings and change processes

• Foster collaboration between other Customer Service clusters / sub-regions through facilitating best practices, building the community through facilitating cross-entity exchanges..

Environment, Health & Safety (EHS):

• Promote EHS culture and KPIs within the CS teams

OTHER IMPORTANT FUNCTIONS

To ensure that all loading of containers and logistics activities at the Matauri site are undertaken in full compliance with Environmental, Health & Safety regulations and local rules.

JOB SPECIFICATIONS

Education:

• Professional qualification in Supply Chain/Logistic/Business Administration would be an advantage

Typical Profile:

• Customer Service

• Customer oriented profile with previous Sales/Sales Admin exposure

Experience:

• 5+ years of experience in working in a team of customer service with knowledge in manufacturing.

• Hands-on experience in Business Transfer and International Trade as well as Letter of Credit handling, incoterm, etc.

• Proven experience in a CRM program is an advantage.

• Experience in handling complaint from customers and solving complex client situations is an advantage

• Deep knowledge of customer journey improvement to drive customer centricity

Languages:

• Proficient in English.

• Fluent in the language(s) of the customers and CS team members of the Region is an advantage

IMERYS SOFT SKILLS:

• Integrity

• Adaptability

• Rigor

• Committed

• Good interpersonal and communication skills

• Problem solving skills

• Team Spirit and collaboration

• Result oriented

• Project management skills to seek for continuous improvement

• Analytical skills

SPECIFIC JOB SKILLS:

• Experience of CRM system (i.e.: SalesForce) and ERP system (i.e.: Accpac/IFS/JDE/SAP) and familiar with Google Suite (Google Slides, Google Sheets, Google Docs, etc…)

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.