Customer Service Representative

Imerys•Chesapeake, VA

1d•Onsite

About The Position

Customer service representatives serve as experienced problem solvers and reliable points of contact for customers across various channels. You will handle complex inquiries, support escalations, and contribute to service excellence by mentoring team members and improving the overall customer experience. You will serve as the foundation of the team, sharing knowledge, providing guidance, and documenting standard processes. This role is a full-time and permanent position located at the Norfolk, VA site, with a salary range of $55,000-60,000.

Requirements

Minimum 5 years of customer service experience is mandatory.
Exceptional interpersonal skills.
Attention to detail is a must.
Ability to multitask.
Very agile in ERP management.
High School diploma or equivalent is a minimum.

Nice To Haves

Export experience is a plus.
Leadership experience is a plus.
Experience in SAP and GSuite is a plus.
Some higher education or college is preferred.

Responsibilities

Receive Purchase Orders from customers and manage their control and confirmation.
Serve as the single point of contact for customer requests related to Customer Service.
Invoice customer orders upon delivery.
Ensure customer satisfaction regarding Imerys' offer, including quality of service, communication, and support.
Record and monitor sample requests.
Assist customers in resolving issues.
Track order progress, advising customers on pickup readiness or delivery delays, and challenging internal players in case of delays.
Process customer returns, credit/rebills, and consignment orders.
Report customer complaints and follow up on investigations and action plans.
Oversee team workflow and assist in training on proper process flow.
Provide exceptional customer service to external customers and internal stakeholders across order management, logistics coordination, shipping administration, quotations, and master data maintenance.
Establish and document team standard operating procedures.
Perform weekly review and cleanup of backlog orders.
Assign new accounts and communicate with Account Creator for setup and pricing.
Provide guidance and support to other customer service representatives.
Deliver against daily, weekly, and monthly key performance indicators (KPIs) while seeking opportunities for improvement.
Support process improvement initiatives and share best practices and operational knowledge.
Monitor customer feedback and identify opportunities for service enhancements.
Assist in training and onboarding new team members.
Contribute to the development of service policies, scripts, and playbook content.
Ensure compliance with company standards, service level agreements, and industry regulations.
Perform purchase order entry into ERP Sales Order Processing System.
Manage documents required for operational collaboration with customers (e.g., COQ, SDS).
Provide Customer Service expertise to Sales representatives.
Maintain customer and sales order databases, ensuring all documents are tagged as specified.
Ensure a smooth link among players involved in purchase order management (Sales, Operations, and Logistics).
Collaborate with freight forwarders for freight quotation and bookings for export customers.
Provide export documentation as required (CCI, COO).
Act as backup for other Customer Service Representatives to ensure organizational sustainability.
Function as a team player within the local Supply Chain group, including Transport, Distribution, and Imports activities.