Publiée 12 août 2026
Costumer Services Team Lead
Danish Crown
Thiais, Île-de-France 94320, France
CDI
13/07/2026
DAT-Schaub
FRA-Thiais
Costumer Services Team Lead
Reporting to the Sales Department, the Customer Service Manager - France is responsible for leading the Customer Service team and ensuring high service levels and customer satisfaction across the French market. Acting as the primary point of contact and key interface for customers, the role collaborates closely with Sales, Logistics, Finance, and Marketing teams to ensure efficient order management and customer support. The position oversees the end-to-end order-to-cash process, including order entry, order tracking, delivery coordination, invoicing, and dispute resolution, ensuring accurate information flow, operational excellence, and a positive customer experience.
Main Responsabilities:
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).
DAT-Schaub
FRA-Thiais
Costumer Services Team Lead
Reporting to the Sales Department, the Customer Service Manager - France is responsible for leading the Customer Service team and ensuring high service levels and customer satisfaction across the French market. Acting as the primary point of contact and key interface for customers, the role collaborates closely with Sales, Logistics, Finance, and Marketing teams to ensure efficient order management and customer support. The position oversees the end-to-end order-to-cash process, including order entry, order tracking, delivery coordination, invoicing, and dispute resolution, ensuring accurate information flow, operational excellence, and a positive customer experience.
Main Responsabilities:
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).
