上海招聘

KEY TASKS AND RESPONSIBILITIES

---Order process management (Order to Cash & Care to Retain )
●Punch in the customers' orders (internal and external) into local country / out of the country (Source Plant) ERP system and validate the order context according to internal (i.e.: Trading Hub) / external customers’ requirements and Source Plant’s capability. Handle customer affairs carefully and meticulously to improve customer satisfaction.
●Direct trading: Raise a Purchase Request and follow up the approval to generate the purchase order from the local country/region ERP system, coordinate transportation to customers with Supply Chain team and related Payables follow-up, PO receipt for accruals.
●Liaise with Source Plant’s logistic coordinator to organize shipment to ensure on time shipment in full
●Communicate with internal / external customer on shipment dates and adjustments
●Ensure customer service requirements for all imports shipments into the servicing region, trade bookings, and documentation and counter requirements. Knowledge of local and export legislation is a prerequisite and must be able to effectively troubleshoot any issues that may arise.
●Support in credit application, credit release application, credit note / debit note request if needed.
●Follow the CS KPIs for order management, complaints management, sample management etc.
●Support in both Internal & External Audit
●Provide backup for other customer service as required.
●Closely monitor and follow customer's order and feedback to customer in time. Complete the entire Order to Cash process, customer sample application and complaint follow up until close.
●Other tasks assigned by line manager

---Billing
●Maintaining documentation as per the international trade norms
●Timely processing of invoices for customer orders
●Input data in ERP
●Review data and correct discrepancies as needed
●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" for requests requiring task allocation and follow-up with other functions (e.g. operations)

---Customer requests coordination (not directly answered by Customer Service)
●Collect customer requests requiring task allocation and register in CRM. Follow-up with other functions from Customer Service (e.g. complaints, samples, regulatory questionnaire)
●Communicate back to Customer Service for customer information
●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)

---Liasioning with external agencies like Customs, Shipping Agency and Banks for smooth functioning if needed



JOB SPECIFICATIONS

Education:
-Bachelor’s degree or above

Typical Profile:
-Customer Service Executive
-Customer oriented profile with previous Sales/Sales Admin exposure

Experience:
-1-2 years of experience in customer service with knowledge in manufacturing or international companies.
-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

Introduction of Imerys (Shanghai) Investment Management Co., Ltd – China Corporate of Imerys Group:

Established in Nov 2007 as Asia Pacific regional headquarter of Imerys group in AP region.
As of today, Imerys China Corporate is providing expertise support, advice, solution in EHS, Legal, Tax/ Treasury, HR IT to its affiliates located in China, meanwhile all trading businesses of different divisions of Imerys Group are consolidated its operations at the trading platform of Imerys China Corporate.

Imerys in China, headcount in total around 1 700, with a yearly sales volume of 266 million USD, more than 16 legal entities with presence in 11 provinces.


Introduction of IMERYS GROUP

The world leader in mineral-based specialties for industry, Imerys delivers high value-added, functional solutions to a great number of sectors, from processing industries to consumer goods and building products.

The Group draws on its knowledge of applications, scientific expertise and technological know-how to offer solutions beneficiating its mineral resources, produce synthetic minerals and develop formulations. Imerys thus contributes essential properties to customers’ products and performance, such as refractoriness, hardness, conductivity, opacity, durability, purity, lightness, filtration, absorption and repellency. Imerys meets ambitious criteria for responsible development, regarding social, environmental or corporate governance.

Imerys is listed on the Euronext Paris

18 000 employees in 50 countries
250 industrial facilities
Euro 4 160 million in sales
Euro 582 million as of operating income