Customer Service Representative

The Company The world leader in mineral-based specialty solutions for industry, with over 16,000 employees and over 200 sites worldwide, Imerys delivers high value-added, functional solutions to diversified set of industrial sectors, from processing industries to consumer goods. The Group draws on its knowledge of applications, technological expertise and its material science know-how to deliver solutions based on beneficiation of its mineral resources, synthetic minerals and formulations. These contribute essential properties to customers' products and performance, including refractoriness, hardness, conductivity, opacity, durability, purity, lightness, filtration, absorption and repellency. Imerys is determined to develop responsibly, in particular by fostering the emergence of environmentally-friendly products and processes. Position Title Customer Service Representative EEO Code/Description Department/Location Supply Chain—Niagara Falls, NY Fused Minerals Reports to (Job Title) Sales Manager Direct Reports (Job Title) None Job Scope Provides support to the Customer Service function at Niagara Falls, NY Fused Minerals site. Job Summary

• The position performs clerical functions to support the sales team and the logistics network including but not limited to Sales Order entry, Bills of Ladings, and Packing Slips.
• This position works closely with the production and warehouse team to ensure manufacturing and imports meet customers' required delivery needs. Key Tasks and Responsibilities
• Routine customer service related clerical functions.
• Take lead on implementation of new ERP for customer service group (the business unit is transitioning from Microsoft Dynamics AX to SAP late 2023).
• Take part in assessment of ERP change, identification of gaps between ERP's, testing of change requests, integration, and go-live support.
• Telephone assistance with customers and others.
• Manages the Order to shipment process for a portfolio of customers
• Breaks down Bills of Ladings from shipments and matches them with order acknowledgments
• Initiates resolution of customer complaints
• Performs price verification
• Assists the team Manager with weekly KPI reports.
• Work on day to day Logistics activity (outbound, traffic flow, reservation of shipments against items, chartering through customers' TMS, appointments, quote's request to carriers, documentation for warehouse).

Skills and Attributes Requirements Education, background, level of experience: Confidence, tact, patience, and diplomacy while dealing with problems. Ability to complete multiple tasks and demands. Problem resolution and analytical skills. Ability to follow prescribed steps in a process with little supervision Strong computer skills including Google and Microsoft Office Suite, SAP experience a plus. Above average communication skills required to interact with customers. Education/Experience Requirements High School Diploma; college degree or technical school diploma preferred. 3 plus years customer service, warehousing & Logistics experience. Prior experience in the Abrasive Market is a plus. Environment Physical requirements are those of a standard office. Some travel may be required for the purpose of meeting with customers or the rest of the US Supply Chain network.

Job Type:

Full-time Pay:

$20.00 - $24.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Paid time off Parental leave Vision insurance

Shift:

8 hour shift Day shift

Education:

High school or equivalent (Preferred)

Work Location:

In person