French speaking OTC Team Lead (13.ker., hybrid)

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). 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