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Costumer Services Team Lead

Danish Crown -
Thiais (94)

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Détails de l'emploi

Description complète du poste

13/07/2026

DAT-Schaub

FRA-Thiais

Costumer Services Team Lead

Management, Coordination and Team Leadership

Lead, support, and coach Customer Service Assistants on a daily basis to ensure service quality and customer satisfaction (accurate order entry, quality customer communication, compliance with procedures).

Develop best practices in order processing to reduce administrative and financial costs.

Lead team meetings, identify improvement opportunities, and implement continuous improvement actions.

Contribute to the overall improvement of Customer Service operations and the broader Supply Chain function.

Validate all customer communications (emails, letters) to ensure accuracy and consistency (price offers, order confirmations, information messages).

Ensure continuous skill development within the team by staying informed of changes and best practices in the field.

Manage team organization: workload planning, activity levels, multi-skilling, and business continuity (leave planning).

Order Management

Supervise order entry and processing via CRM, phone, email, and other channels in line with internal procedures and commercial requirements.

Contribute to revenue maximization by reducing order processing and delivery lead times.

Arbitrate, when necessary, on exceptions related to order management (lead times, urgencies).

Ensure correct application of invoicing rules (discounts, promotions, claims, follow-ups, credit notes), in compliance with sales terms and pricing policy.

Customer Claims and Dispute Management

Handle and monitor administrative and commercial customer complaints related to Customer Service.

Review AD and RE claims in order to define improvement actions in collaboration with customers and sales teams.

Support Customer Service Assistants in managing complex or sensitive disputes and claims.

Work to reduce dispute resolution lead times and response times to customer requests.

Reduce the root causes of credit notes (logistical and financial) and contribute to securing downstream financial processes (invoicing and payment).

Performance Indicators and Continuous Improvement

Contribute to the definition and documentation of work procedures, support tools, and monitoring indicators for Customer Service and order management best practices.

Input data into Customer Service performance dashboards, analyze results, and propose improvement actions based on KPIs.

Specific Responsibilities

Provide support to the Supply Chain Director on customer logistics organization projects and respond to ad hoc requests related to logistics conditions and service quality levels.

Develop and improve customer processes to enhance customer satisfaction and reduce administrative, financial, and physical costs (e.g., EDI, invoice digitization).

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