Job Description

Job Purpose

We are looking for a Customer Service Team Leader to lead our customer service operations and drive excellence in the order-to-cash process. Reporting to senior regional leadership, this role is responsible for ensuring high-quality service delivery, managing a team of Customer Service Representatives, and acting as a key point of contact for internal and external stakeholders. The role includes regional coordination, process ownership, and cross-functional collaboration.

Responsibilities:

• Lead and develop a team of Customer Service Representatives
• Ensure compliance with Order Management policies and service standards
• Act as second point of contact for escalated customer queries and complaints
• Monitor KPIs and SLAs, implement corrective actions where needed
• Represent Customer Service in regional and central project meetings
• Collaborate with CoE and IT on process improvements and digital initiatives
• Maintain and update process documentation (SOPs, playbooks)
• Attend customer visits and support sales-related initiatives
• Drive cross-functional collaboration with Sales, Finance, LSCM, and Marketing
• Support onboarding, training, and knowledge-sharing within the team

Qualifications & Experience Required

Education, Master, other certification:

• University degree in Business, Management, or related field

Experience:

• Minimum 3–5 years in a similar customer service leadership role

Technical Skills:

• Proficiency in CRM tools (e.g., Freshdesk, Salesforce, ERP)
• Strong Excel and Power BI skills
• Understanding of data-driven decision-making and process interconnectivity

Languages Skills:

• French C1
• English C1

Soft/Behavioral Skills:

• Strong people leadership and coaching mindset
• Excellent communication and stakeholder management skills
• Customer focus and collaborative mindset
• Ability to manage complexity and drive continuous improvement
• High accountability and attention to detail