CUSTOMER SERVICE TEAM LEADER

Imerys; Toulouse; Sur place; EUR 42 000 - 56 000; Plein temps

Résumé du poste

Imerys, a global leader in mineral-based solutions, seeks a Customer Service Team Leader to guide the customer service function in its Toulouse operation. The role focuses on coordinating daily activities, onboarding new team members, and maintaining high service levels across CRM processes.

Ideal candidates will be fluent in English and French, hold a bachelor’s or master’s degree, and bring at least five years in customer service.

Qualifications

• 5 years experience in customer service.
• Fluent in English and French.
• Bachelor or Master degree or equivalent.
• Experience with SAP/Salesforce is a plus.

Responsabilités

• Coordinate daily customer service activities.
• Onboard new hires and ramp up team competencies.
• Escalate issues to Customer Service Manager when needed.
• Be the point of contact for operational issues and CRM updates.
• Produce and review customer service KPIs and action plans.

Connaissances

Customer focus

Leadership

Communication

Process orientation

Formation

Bachelor's or Master’s degree

Outils

SAP

Salesforce

Description du poste

Imerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.4billion 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.

Position

CUSTOMER SERVICE TEAM LEADER

Responsibilities

• Support the Customer Service manager in the coordination of customer service team activities.
• Organise and participate to the onboarding of the new recruits in order to ensure a proper ramp up of collaborators’ competencies and knowledge at the right pace.
• Escalate to the relevant Customer Service manager in case of issues (roles & responsibilities of team members not clearly defined, competencies gap etc…)
• Be the point of contact for the Customer Service team with operational issues and support them in the solving.
• Escalate to the Customer Service Manager if the problem is critical and cannot be solved by the team within a certain timeline.
• Be a facilitator in the relationship with the back offices teams in order to ensure a smooth collaboration.
• Actively participate and sometimes lead the daily visual management meetings for the Customer Service team.
• Help to solve operational issues on ERPs, escalte to IT support when necessary.
• Support the team in the creation of customer complaints and requests and make sure they are properly managed and addressed through CRM (Salesforce) according to the common Performance Minerals EMEA process.
• Participate to the continuous improvement of processes and is proactive in proposing solutions for identified pain points (to external & internal customers).
• Produce Customer Service KPIs and report on performance along with necessary action plan.
• Be the referent point of contact in case of absence of the managers, elevate the issue when necessary.
• Accountability: Participate to the OTIF and customer satisfaction of the PM EMEA Customer Service Participate to the complaints KPIs.

Key interfaces

• strong partnership to be built with (i) Customer Service team (ii) Logistics, (iii) Operations, (iv) Sales team, (v) Finance

Competencies and experience

• Strong customer orientation and business/commercial sense (understanding of key principles such as contract negotiation, price increase cycle, etc)
• Deep knowledge of customer service topics
• Strong interpersonal and communication skills (oral and written, communication to customers, to customer service team and to other departments)
• Good analytical and problem solving skills, result oriented
• Rigorous, organized and process oriented

Tools knowledge

• ERP (SAP)
• CRM (Salesforce)
• Google will be a plus

Management skills such as teamwork organization, performance management and leadership

• Strategic thinking

Ideal background/experience

• Fluent in English and French, any other language is a plus
• Bachelor or Master degree or equivalent professional experience
• 5 years experience in customer service

Position Type

Full time and Permanent

IMERYS is an affirmative action and equal opportunity employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws.

Imerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.4billion 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.

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