Customer Service Executive

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 Executive

Job Summary

Manages transactions within the local ERP ( SAP ) system in the respective country. This is a key role of maintaining a high level of Customer Satisfaction as well as monitoring on-time delivery in full.

Order process management 

• Punch in the customers' orders into the local ERP system  and validate the order context according to internal / external customer's requirements and Source Plant's capability. Follow Service Level Agreements (SLAs).

• Encode order with delivery date and liaise with Source Plant's logistic coordinator to organise delivery

• Communicate with internal / external customer on delivery dates and adjustments

• Support in credit application, credit release application, credit note / debit note request if needed.

Containers movement tracking

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

Billing

• Timely processing of invoices for customer orders including issuance of Tax invoices in ERP

• Input data in ERP

• Review data and correct discrepancies as needed (e.g. ordered quantity vs. shipped quantity)

• Maintain customer invoice files for archive in customer files (electronic or non electronic)

• Manage billing process and participate in ERP implementation as needed

Customer communication

• Be the single point of contact for allocated customers on all information requests, complaints, etc.

• Directly collect information and communicate to customer when possible (e.g. shipment tracking)

• Liaise with "complaints, samples & regulatory coordinator" and follow-up with other functions (e.g. operations)

Customer requests coordination (not directly answered by Customer Service)

• Collect required details from customers and/or other related team(s) (e.g. Sales, Supply Chain, etc) on Complaints or Samples and register in CRM.

• Follow-up on tasks allocated with relevant functions until it's closed (e.g. following up on samples sent-out from plants, complaint status, sample status and regulatory questionnaire, etc)

Liaise with external agencies like Shipping Agency and Banks for smooth functioning if needed.

This position may require 5% travel involved.

JOB SPECIFICATIONS

Education: 

• Diploma's degree or above

Typical Profile:

• Customer Service Executive

• Customer oriented profile with previous Sales/Sales Admin exposure

Experience: 

• Preferably 1-3 years of experience in customer service with knowledge in manufacturing.

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

• Proven experience in SAP is an advantage. 

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

• Knowledge of customer journey improvement to drive customer centricity 

Languages:

• Proficient in English and Bahasa Malaysia.

• Fluent in the language(s) of the customers and CS team members of the Region is an added advantage [ Region: SEA - English, Mandarin, Bahasa Malaysia ]

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.