Europe Customer Service Manager M/F

RESPONSIBILITIES:

Reporting to the Supply Chain Manager, who is the guarantor of customer satisfaction, the Europe Customer Service Manager is responsible for the quality and reliability of the order processing workflow for customers within the scope. Guarantor from order intake through to invoicing and complaint handling, he/she drives customer service actions in accordance with the general terms and conditions of sale and negotiated commercial agreements. He/she has a global vision of the scope's activity and is the preferred interlocutor for the sales management regarding the Client Group. Main Missions

• Management of a team of Customer Service Representatives.
• Operational monitoring of a client portfolio (new clients, existing clients...).
• Ensures the smooth running of the process in connection with internal services, customer service representatives, and customers.
• Performs activity monitoring reporting for the department.
• Guarantor of continuous improvement of the department's processes, tools, and organization in close collaboration with the service manager.

REQUIRED PROFILE:

Education & Experience

• Technical training (supply-chain, ADV) or higher commercial training (BAC +3 to 5)
• 3 to 10 years of experience in Customer Service, ideally in the agri-food, pharmacy, or dietary supplements industries in an agile and reactive environment.
• Experience with GMS and Export Client relations in Europe.

Required Technical Skills

• Strong mastery of Excel: formulas, table construction, pivot tables, reporting.
• Mastery of ERP (SAP would be a real plus).
• Fluent English required.

Expected Qualities

• Leadership and managerial skills (5 people to supervise)
• Customer focus, autonomy, and reactivity
• Rigor and excellent oral and written communication.