Customer Service Specialist – Supply Chain (Niagara Falls)

About the role

The Customer Service Specialist will support the supply‑chain operations at Imerys’ Niagara Falls, NY Fused Minerals site. Working closely with sales, production and warehouse teams, the role ensures orders are processed accurately and shipments meet customer delivery expectations.

Key responsibilities

• Enter sales orders, generate bills of lading and packing slips in the system.
• Manage the order‑to‑shipment process for an assigned portfolio of customers.
• Break down bills of lading, match them with order acknowledgments and resolve discrepancies.
• Provide telephone and email assistance, handling routine inquiries and complaints.
• Perform price verification and support weekly KPI reporting for the team manager.
• Coordinate outbound logistics activities, including shipment reservations, carrier quotes, appointments and documentation.

Required profile

• High school diploma; college or technical degree preferred.
• At least 3 years of experience in customer service, warehousing or logistics; experience in the abrasive market is a plus.
• Confidence, tact, patience and diplomacy when dealing with problems.
• Strong multitasking, analytical and problem‑resolution abilities.
• Ability to follow prescribed processes with minimal supervision.
• Above‑average communication skills for interacting with customers.

Required skills

• Google Workspace
• Microsoft Office Suite
• SAP (preferred)