Join our multinational partner’s rapidly expanding team as a French-speaking Team Leader, with responsibility for team leadership and operational performance.

The ideal candidate has 3+ years of experience in Order Management and/or Customer Service, is fluent in both English and French, and brings strong operational expertise. Previous people management experience is an advantage; however, we also welcome senior professionals who are ready to take the next step in their career by moving into a team leadership role.

Job summary:

Order Management

  • Own end-to-end customer order administration, ensuring accuracy and timely processing.
  • Monitor order validation by exception and drive resolution to eliminate errors and blockers.
  • Capture customer orders accurately in the ERP system, including manual creation (email, fax, mass upload) in line with business rules.
  • Review and validate orders via OCR tools; resolve discrepancies as needed.
  • Handle exceptional deliveries and invoicing cases; investigate and resolve invoice disputes in collaboration with internal teams.
  • Monitor inbound and outbound IDOC interfaces to ensure correct system integration.
  • Track and document order-related changes (IDOCs, emails) to justify deviations from original customer demand.
  • Request creation or maintenance of customer-related master data and interface fields from IT.

Commercial Conditions Management

  • Ensure consistency and accuracy of commercial conditions across satellite tools and systems.
  • Upload and maintain approved price lists and commercial agreements in contracting tools in line with commercial policies.
  • Create and maintain on- and off-invoice contracts, including payment terms and promotional agreements.
  • Perform 4-eyes control checks to ensure policy compliance and correct approvals.
  • Create settlement requests and monitor credit note creation for off-invoice contracts.

Customer Contact & Case Management

  • Register and prioritize customer inquiries, requests, claims, and returns in a timely manner.
  • Drive first-call resolution wherever possible, especially for customer requests.
  • Perform claims and returns policy checks; escalate non-compliant cases for business decisions.
  • Manage refusal, damage, shortage, overage, and distribution center–related cases.

Requests & Claims Resolution

  • Select and execute appropriate resolution processes in line with request and claim management guidelines.
  • Manage related documentation (credit/debit notes, returns, refusal orders).
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  • People Management
  • Own full employee lifecycle management for direct reports (hiring, onboarding, development, performance management, and exit).
  • Lead, supervise, and coach Order Management, Commercial Conditions, and Customer Contact Management analysts.
  • Anticipate workload and allocate resources to ensure efficient service delivery.
  • Identify training needs, develop talent, and manage performance issues.
  • Support reward and recognition processes, including salary reviews, bonuses, and promotions.

Requirements:

  • Fluent in English and French (written and spoken).
  • 2–4 years in order processing, customer service, or contract management
  • Hands-on experience of Salesforces Service Cloud & SAP
  • Strong problem solving, deductive and analytical skills, financial acumen
  • People managerial skills

Why it is a good opportunity for you:

  • Hybrid working (2 days home office/week)
  • Health and life insurance
  • Cafeteria
  • Annual bonus
  • Extra holidays