Costumer Services Team Lead

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).