Costumer Services Team Lead (Thiais, FR, 94320)

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).