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EnglishCustomer Service Team Manager with 10+ years of experience leading B2B and B2C teams across international environments, focused on service excellence, process efficiency, and strong cross-functional collaboration. Native French speaker with professional proficiency in English and experience working with global customers in supply chain, logistics, and FMCG/industrial sectors. Skilled in end-to-end order management, issue resolution, and stakeholder communication, with hands-on experience in SAP and other ERP/CRM tools. Track record of building, coaching, and motivating teams to meet KPIs such as order accuracy, response time, SLAs, and customer satisfaction, while continuously improving internal processes. Key strengths: Team leadership: Hiring, onboarding, training, performance management, and coaching customer service teams in fast-paced environments. B2B & B2C customer service: Managing key accounts, handling escalations, and ensuring high service levels for customers in different channels and regions. Supply chain & order management: Order-to-cash, coordination with planning, logistics, sales, and finance to ensure on-time and in-full deliveries. Systems & tools: Daily work with SAP and other enterprise systems for order entry, tracking, invoicing, and reporting. Process optimization: Identifying bottlenecks, implementing standard operating procedures, and supporting continuous improvement initiatives. Multilingual communication: Native French, strong English, and experience in multinational teams and customer bases.
