Local Customer Service Executive - WA (CERAMICS)

Overview

Handle local customer orders, shipping, billing, and communication for ceramics.

Key Responsibilities

• erp input
• erp validation
• billing management
• sample dispatch
• shipment tracking
• crm updates

Tasks

-Support in credit application, credit release application, credit note / debit note request if needed. -Encode order with delivery date and liaise with Source Plant’s logistic coordinator to organise delivery -Liaise with "complaints, samples & regulatory coordinator" for requests requiring task allocation and follow-up with other functions (e.g. operations) -Sample dispatch to customers/clients based on the requirement and coordinate the entire activity to execute. -Communicate back to Customer Service for customer information -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). -Manage billing process and participate in ERP implementation as needed -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) -Timely processing of invoices for customer orders (Tax invoices might be issued by Finance department) -Be the single point of contact for allocated customers on all information requests, complaints, etc. -Closely monitor the containers’ movement until the containers arrive at the destination. -Input data in ERP -Communicate with internal / external customer on delivery dates and adjustments -Review data and correct discrepancies as needed (e.g. ordered quantity vs. shipped quantity) -Collect customer requests requiring task allocation and register in CRM. Follow-up with other functions from Customer Service (e.g. complaints, samples, regulatory questionnaire) -Directly collect information and communicate to customer when possible (e.g. shipment tracking) -Maintain customer invoice files for archive in customer files (electronic or non electronic) -Using CRM to update and prepare data for shipped related information. -For the export goods shall be tracking the goods will reach to destinations. -Liaison with Customers, Sales, Operations, Finance and Logistics teams and local agents / distributors -Prepare G-sheet & presentation to update and track the dispatch movements and open order status.

Requirements

• data analysis
• bachelor’s
• data entry
• international trade
• customer service
• english

What You Bring

-Data analysis experience, presentation of data and experience in handling ISO documents. -Bachelor’s degree or above -Data entry experience. -Experience in handling complaint from customers and solving complex client situations is an advantage -Customer oriented profile with previous Sales/Sales exposure -Proficient in English. -Hands-on experience in Business Transfer and International Trade as well as Letter of Credit handling, incoterm, etc.. -4-5 years of experience in customer service with knowledge in manufacturing. -Fluent in the language(s) of the customers and CS team members of the Region is an advantage (Hindi, Telegu) -Deep knowledge of customer journey improvement to drive customer centricity

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About Imerys

-Headquartered in Paris. -Typical projects range from supplying talc and mica for cosmetics to high‑temperature refractories for steel production. -Its expertise spans performance minerals and high‑temperature solutions, delivering toughness, opacity, conductivity and filtration properties. -Owns and operates the Three Springs talc mine in Australia, one of the world’s most productive talc mines.

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