Customer Service Manager France

Job title: Customer Service Manager France

Location

Rueil-Malmaison, J, FR

Position Summary

Customer Service Manager France will lead the market-facing Order Management teams for the business to support the corporate vision of maximizing value to the consumer and providing outstanding service levels to our trading partners through strong collaboration between our customers (internal and external) and our wider supply chain team via effective order management, appropriate financial controls and efficient and responsive Supply Chain processes.

Universal Accountabilities

Customer Service Manager is accountable to the Customer Service Senior Manager South Europe for the effective and efficient delivery of the Order-to-Invoice process, Master Data, Deflator Management and Complaints Management. The manager will also be specifically accountable for the adjustment of day-to-day market-facing Order Management team decision making and partnership with our commercial teams, customers and supply chain colleagues to find the resolution of customer supply chain issues.

Responsibilities

• Lead local Customer Service organization and processes within the framework of the European Customer Service organization to support local business objectives.
• Lead and manage efficiently the full Order-to-Invoice process by implementing best practices for process & organization.
• Ensure that customer enquiries, claims and complaints are responded in a prompt manner and returns / credit notes are followed up regularly and timely.
• Monitor and adjust processes and needed skills.
• Order Management – Receipt and entry of orders; communication of the response to the customer; delivery slot booking with the customer/carriers; validation of quantity, pricing and SCR detail; evaluation of product availability; managing/controlling and agreeing with the customer any product substitutions and backorders
• Delivery and Transport – Management of special customer requests (Pick & Pack); follow-up of open deliveries; management of delivery priorities and monitoring of workflows with the 3rd party warehousing provider.
• Returns Management – Receipt of return requests from customers; registration of requests with the 3rd party warehousing provider; processing of return requests in SAP; receipt of the quality check confirmation via EDI from the 3rd party warehouse provider; and issuing of a credit note to the customer.
• Master Data Management: Ensure accurate and timely management of product, customer and pricing mast