Customer Service Manager (M/F)
We are looking for a Customer Service Manager. As a true central point between management, sales teams, and other internal departments (works, ADV), you will ensure the coordination of the entire process to guarantee customer satisfaction and the achievement of objectives.
Main Missions:
- Operational management of the department
> Supervise, lead, and support the team > Organize the distribution of tasks > Prioritize requests according to criticality. > Supervise daily activity (scheduling, absences, on-call duties). > Support customer debt recovery > Act as the interface between different departments (sales, works, production)
- Service quality & customer satisfaction
> Ensure compliance with customer satisfaction commitments > Ensure the consistency of the customer journey > Implement response scripts, FAQs, and best practice guides.
- Management of complex cases
> Handle sensitive files (site delays, non-conformities, billing disputes). > Arbitrate and coordinate solutions with internal teams (sales, works, BE, SAV).
- Continuous improvement & processes
> Detect irritants (disruptions, email loops, multiple stakeholders). > Propose and deploy optimizations (templates, automations, workflows).
- Team animation & skill development
> Lead and motivate the team daily to create a positive dynamic > Train on tools (CRM, ERP, ticketing solution, GED). > Coaching in customer posture, conflict management, and written communication. > Organize team meetings, share best practices, and co-construct standards.
- Reporting & indicator management
> Produce weekly/monthly dashboards (service KPI). > Escalate alerts (overload, backlogs, recurring complaints). > Prepare performance reviews and improvement plans.
Profile: Proven experience in commercial management / customer service, preferably in the industrial field / BTP is indispensable Excellent communication, coordination, and leadership skills Sense of organization, rigor, and ability to manage priorities Solution provider Result-oriented culture Good level of English