Senior Customer Service & Order Management Specialist

Imerys; Norfolk, Chesapeake (VA, VA); On-site; USD 55,000 - 60,000; Full time

Job summary

Imerys Norfolk is seeking a Customer Service Representative to manage front-office customer interactions, process orders, and ensure timely communications. This role requires a strong background in customer service, ERP systems, and export experience.

The position focuses on delivering high-quality service to approximately 500 customers, coordinating with sales, logistics, and operations, and maintaining accurate order data in ERP.

Qualifications

• Minimum 5 years of experience of customer service experience mandatory.
• Export experience is a plus for this role.
• Very agile in ERP management and cross-functional coordination.

Responsibilities

• Front Office in direct contact with customers / Voice of the customer inside Imerys
• Receive Purchase Orders from customers and smoothly manage their control and their confirmation back to the customer.
• Perform as the single point of contact for our customers’ requests linked to Customer Service.
• Invoice the customer orders once delivered to the customer.
• Ensure customer satisfaction in link with Imerys offer (quality of service, quality of communication and support).
• Record and monitor samples’ requests.
• Assist customers in resolving issues.
• Track order progress and advise customers on readiness, delays, or pickups.
• Process Customer Returns as well as Credit / Rebills as necessary.
• Process Consignment orders for Customer Accounts.
• Report customer complaints and follow up on investigation and action plan.

Skills

Customer service

Export experience

ERP management

Attention to detail

Multi-tasking

Education

High School diploma or equivalent

Some higher education preferred

Tools

SAP

GSuite

Job description

Imerys Norfolk is seeking a Customer Service Representative to manage front-office customer interactions, process orders, and ensure timely communications. This role requires a strong background in customer service, ERP systems, and export experience.

The position focuses on delivering high-quality service to approximately 500 customers, coordinating with sales, logistics, and operations, and maintaining accurate order data in ERP.