IMI plc

At IMI, we’re not just creating solutions; we’re building careers. So, unlock your potential: do work that matters, grow with us, and be part of a team shaping tomorrow.

Here, you can make a real difference by delivering exceptional customer experiences and supporting processes that keep businesses running efficiently. Your work will help strengthen customer relationships, improve service excellence, and contribute to solutions that customers depend on every day.

But it’s not just about the work, it’s about how you grow. We encourage curiosity, make learning part of everyday life, and give you real opportunities to build new skills and move your career forward.

We believe in nurturing your wellbeing, too, with strong benefits and flexible policies that help you succeed. At IMI, you’ll find a supportive, collaborative and inclusive environment where you can truly thrive.

Role Overview

As a Customer Care Specialist, you will play a key role in delivering an excellent customer experience by supporting customers and the sales organization throughout the order-to-delivery process.

Working closely with Sales, Logistics, Service, and other internal stakeholders, you will ensure efficient order management, timely issue resolution, and high-quality customer support while contributing to the continuous improvement of customer service processes.

Key Responsibilities

· Process and monitor customer orders from receipt through delivery.
· Coordinate and resolve customer inquiries and complaints in a professional and timely manner.
· Maintain accurate customer data and provide administrative support.
· Coordinate spare parts orders and TA Scope service-related processes.
· Support the sales team and provide backup for internal sales activities when required.
· Contribute to digitalization initiatives and continuous improvement of customer service processes.
· Support selected office administration and marketing activities.
· Collaborate with internal stakeholders to ensure a seamless customer experience.
· Ensure accurate documentation and compliance with internal procedures and service standards.

Critical Competencies for Success

· Experience in customer service, sales support, order management, or a similar role.
· Fluent Finnish and English language skills, both written and spoken.
· Experience working with ERP and CRM systems; knowledge of JDE and Salesforce would be an advantage.
· Strong IT skills and confidence using modern digital tools.
· Accurate, organized, and detail-oriented approach to work.
· Proactive, customer-focused, and solution-oriented mindset.
· Excellent communication and teamwork skills.
· Ability to manage multiple priorities in a fast-paced environment.
· Openness to change and continuous improvement initiatives.
· Curiosity about digitalization and process optimization.

Nice to Have

· Experience supporting service-related processes or spare parts coordination.
· Knowledge of customer service best practices within a manufacturing or industrial environment.
· Previous experience with continuous improvement or digital transformation projects.

Educational Background

· Bachelor's degree in Business Administration, Customer Service, Sales, Logistics, Supply Chain, or a related field is preferred.
· Relevant professional experience may be considered in place of formal education.

What We Offer

· A versatile and responsible role in an international environment.
· The opportunity to develop customer experience and business processes.
· Support from a skilled and collaborative team.
· Modern tools and opportunities for professional growth and development.
· A culture that values teamwork, innovation, and continuous improvement.

Health & Safety

The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position. Reasonable accommodations may be made for individuals with disabilities.

Health, Safety, and Environmental Duties – At IMI we are all personally committed to protecting our people, minimizing our impact on the environment, the communities we operate in, and our company. All members of our workforce have the duty to ensure the health, safety, and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures and challenge any observed unsafe acts or behaviours.

Code of Ethics

IMI expects the highest ethical standards in all business dealings with customers, suppliers, advisors, employees, and authorities, in line with our Code of Conduct.

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