French speaking Order & Customer Contact Management Senior Analyst

Join our multinational partner’s rapidly expanding team as a French speaking Senior Analyst colleague.

The ideal candidate has at least 2 years of experience in OTC or Customer Service and speaks English and French fluently.

Job summary:

Order Management

Capture and process customer orders accurately in the ERP system, including manual order creation (email, fax, mass upload).
Review and validate orders via OCR tools, resolve errors and discrepancies.
Monitor inbound and outbound IDOC integrations, investigate and resolve failed IDOCs in cooperation with IT and internal teams.
Handle exceptional manual deliveries and invoicing cases; investigate and resolve invoice disputes.
Maintain and request updates of customer and interface-related master data.
Track order changes and ensure documentation consistency with customer demands.

Commercial Conditions Management

Maintain and upload approved price lists and commercial agreements in contracting tools in line with commercial policies.
Create and manage on- and off-invoice contracts, including payment terms and promotional agreements.
Perform 4-eyes checks to ensure proper approval and compliance with commercial policies.
Create settlement requests and monitor credit note issuance for off-invoice contracts.

Customer Contact & Case Management

Register and prioritize customer inquiries, requests, claims, and returns in line with first-call resolution principles.
Act as case owner, coordinating investigations and tracking cases through to resolution.
Coordinate with internal teams, third-party partners, and distribution centers on claims related to shortages, damages, refusals, or errors.
Apply appropriate resolution processes, manage related documentation (credit/debit notes, returns).
Monitor operational reports to ensure timely resolution and effective customer communication.
Ensure consistent classification of requests and claims to support root cause analysis.

Requirements:

Fluent in English and French (written and spoken).
2–4 years in order processing, customer service, or contract management
Proficiency in SAP (S4 Hana preferred), Microsoft Excel; OCR tools are an advantage.
Strong analytical and problem-solving skills, financial awareness, and attention to detail.
Adaptable, organized, self-motivated, and eager to learn.

Why it is a good opportunity for you: