Customer Service Sa

3 semanas atrás

Campinas, Brasil Imerys Tempo inteiro

Job location:
Campinas, Brazil
- Created moment:
January 28, 2023
- Job reference:
REQ - 06828

**The Company**:
**The Position**: Customer Service SA (P&B and Perfmin)

**Job Summary**:
**Company**

This new company formed by all these industrial sites, kaolin mine, port access and Hubs is foreseen to start its operation under a new brand on March 31th, 2023. The revenue in 2021 was 400 million euros. It will offer mineral solutions for industries worldwide. All the sites are already working and producing. About 950 employees total.

Besides serving lots of the paper and board markets nowadays, this new company will use its global footprint, unique assets and longstanding know-how to develop new business opportunities and foster innovation. Sustainability is a core value of this Company.

Regarding employment, the Company needs to reinforce existing teams to operate as a standalone organization but also to meet its ambitious development plans. Branding and name of the Company are currently defined and will be communicated largely very soon.

**Overview**

As “unique” internal sales contact point, manage customer orders (from entry till invoicing), requests, complaints, enquiries rapidly and efficiently through the organisation
Ensure a proactive market approach by monitoring customer order pattern and contacting them on a regular basis to track missing orders. Control customer satisfaction.
Ensure proactive communication to customers versus specific issue regarding order fulfillment (delivery date, delays, quantity etc..) in coordination with relevant departments (Logistic Service, Sales)
Contribute with Logistics team to identify alternative delivery solutions from various stores in case of issue

**Responsibilities**

Prepare & review monthly the orderbook with sales managers as owner of the orderbook (short-term sales forecast)

Ensure the accurate order entry within the ERP’s in compliance with the contract negotiated between the customer and the sales manager & provide support to commercial teams to send price increase letters to small customers of the market.

Interface with credit controlling for the overdues management

Interface with Logistic Service & Sales to follow on freight quotes (excl. project quote led by Logistic CI/Project mgr))

Ensure the sending of general information & documentation mails to clients (change of products, site closing etc )

Ensure proper and periodic communication with the relevant sales manager about all major events, deviations, and development of critical topics with customers on her/his portfolio

Respond to customer requests : information, documentation etc

Register and follow-up the customer complaints through a dedicated tool (CRM)

Manage the administrative organization of files and archiving

Register and monitor the debit and credit notes

Ensure accurate and ontime invoicing of the customers

Coordinate Sample management with Back Office team & Sales Managers

Contribute with Sales Manager to the data collection for new customers ,follow the new customer approval process & ensure correct set up of the new customers into ERP's following the required procedure

**Experiences**

Good English level

Bachelor in international Business/ Foreign language or Logistics

3+ years experience in commercial role with strong client exposure

**Skills**

Knowledge in international trade and incoterm

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

Strong customer orientation and business/ commercial sense

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

Rigorous compliance with procedures and processes

Analysis and judgment ability

Reactivity and stress management during peaks of activity

Team player

Strong organizational skills, ability to manage priorities

Agile and flexible, able to do back ups

**Accountability**

Contribute to the OTIF and to customer satisfaction

Contribute to the complaints KPIs

Responsible for maintaining a safe personal environment and acting safely at all times.

Fully supports the local health, safety and environmental (HSE) programs by participating in their implementation, maintenance, enforcement and compliance with company’s programs

**Position Type**: Full time
and

Permanent
- Only technical issues will be monitored through the below inbox:_
- PLEASE DO NOT SUBMIT RESUMES OR APPLICATIONS TO THIS EMAIL, AS THEY WILL NOT BE REVIEWED._

**_ 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._**:

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