Customer Service and Supply Chain Team Leader
Imerys · Centurion
The Company
Imerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.4 billion in revenue and 12,300 employees in 40 countries in 2025. The Group offers high value-added and functional solutions to a wide range of industries and fast-growing markets such as solutions for the energy transition and sustainable construction, as well as natural solutions for consumer goods. Imerys draws on its understanding of applications, technological knowledge, and expertise in material science to deliver solutions which contribute essential properties to customers’ products and their performance. As part of its commitment to responsible development, Imerys promotes environmentally friendly products and processes in addition to supporting its customers in their decarbonization efforts.
Imerys is listed on Euronext Paris (France) with the ticker symbol NK.PA.
The Position
Customer Service and Supply Chain Team LeaderJob Summary
The position leads a team of Customer Service and Logistics experts in RSA and oversees the day to day workflow to ensure on time task completion, operational efficiency and customer satisfaction. He/she is in charge of building a positive team environment, manages staff's performance to provide support and guide the team to deliver a high standard service quality for internal and external customers through process standardisation and continuous improvement.
Number of subordinates: 4 permanent contracts
Number of customers: All customers being supplied from RSA
Few travels to the different plants and warehouses may be required
Leadership responsibilities
- Manage the customer service and logistics specialists located in Centurion
- Monitor and evaluate team performance with established objectives, and Imerys policies.
- Act as Deputy to the Supply Chain Manager during his/her absence, managing operations and warehouse personnel maintaining rigorous professional standards.
- Supervise day-to-day operational schedules, processes, and workloads against defined KPIs and scorecards
- Establish a robust Backup plan to guarantee continuous operational support during staff leave.
Daily operation management
- Multimodal Transport Management: Oversee daily booking operations and coordinate with road and ocean carriers to ensure timely departure (ETD) and arrival (ETA).
- Documentation & Export Compliance: Guarantee the accurate and prompt issuance of all shipping documentation in full compliance with road and sea export regulations, customs standards, and Incoterms.
- Customer Experience: Collaborate and communicate efficiently with Imerys Customer Service teams to align transport execution inline with client requirements, providing accurate documentation and clear milestone updates for domestic and export shipments.
- Supervise orderbook to ensure their assignment to the optimal transport mode according to defined logistics strategies and commercial priorities.
- Maintain proactive communication with Warehouse teams, F-Forwarders, Shipping lines and Customer services to align on critical operational inputs (stock availability, production capacity, and allocation) and sustain high service standards.
- Spot & Exception Management: Establish and execute a structured workflow in partnership with the Supply Chain Manager to effectively handle spot shipments, route exceptions, and new shipping lanes.
Customer Service Management (Local Sales)
- Promptly and accurately handle all customer orders, inquiries, and sample requests.
- Coordinate the efficient execution of all O2C SAP processes to guarantee timely local sales invoicing.
- Assign market responsibilities and customer portfolios across the team.
- Track local inventory levels against demand coverage and ensure local sales teams effectively share customer needs.
- Align import replenishment with local customer demand by proactively sharing demand forecasts with origin sites in France, taking into account long import lead times.
Carrier Performance Management
- Drive carrier compliance with contractual service agreements by ensuring the active usage of ocean and road transport providers designated by Purchasing.
- Track key carrier metrics, including schedule adherence (ETD/ETA), booking acceptance, cargo rollovers, and short shipments.
- Manage and resolve formal claims and operational disputes with ocean carriers and logistics providers.
Position Type
Full timeand
PermanentOnly technical issues will be monitored through the below inbox:
recruiting.support@ imerys.com
PLEASE DO NOT SUBMIT RESUMES OR APPLICATIONS TO THIS EMAIL, AS THEY WILL NOT BE REVIEWED.
To ensure fairness and legal compliance in our recruitment processes, only applications received through the online application process will be considered.