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Emea Customer Service Team Leader

il y a 2 semaines

Lyon, France Solvay Temps plein

Solvay is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

**About the role**
- Our Silica GBU European Customer Service team, composed of 10 people, is integrated in the commercial department and focuses on servicing our customers in collaboration with the sales and supply chain teams.
- As the EMEA Customer Service Team Leader, you will align processes and manage relationships with other departments and share best practices with other Regions to ensure deliveries and invoicing to customers. As EMEA demand planner, you will handle the analysis and entering of customer forecasts and the monthly demand review process.
- You will get the opportunity to contribute to Solvay’s Order to Cash strategy and policies and have a positive impact on Silica’s customer experience.
- You will be accountable for:

- Customer Service:

- Leadership : create a caring and daring environment where every teammate is supported and challenged to perform at his/her best.
- Process : Organize Regional Customer Service activities according to the global standards, within the constraints of the region.
- Problem Resolution : Provide guidance to the operational units and troubleshoot problems related to Customer Service.
- Compliance : Ensure Customer Service processes and procedures are compliant with all applicable rules and regulations.
- Business Continuity : Ensure customer service business continuity and an efficient team organization
- Transformation:

- Define action plans for improvement, and lead and/or participate to key improvement projects.
- Frequently assess internal client satisfaction and foster ways of improving processes based on feedback received.
- Permanently search for additional value for the GBU.
- Coordination:

- Liaise with Sales & Marketing, Commercial Excellence, GBS, R&I, Manufacturing, Quality Control, and Supply Chain to serve clients, solve problems, and improve performance.
- Represent Customer Service in cross-functional groups.
- Demand Planner:

- Ensure that forecasts are entered correctly and timely into the system
- Consolidate sales forecasts
- Lead the monthly demand review and a weekly sales versus forecast follow-up
- Analyze and challenge the data and trends to proactively alert on potential supply/demand issues together with supply chain
- Track major deviations (forecast accuracy), identify and execute corrective actions
- Put into place demand process improvements
- Train stakeholders based on an as needed basis
- We offer a permanent contract based on onsite working mode in Lyon.

**About you**
- Relevant work experience in in a customer service leadership role.
- Competencies:

- Strong understanding of customer service principles and best practices.
- Excellent communication and interpersonal skills.
- Ability to analyze data and use metrics to drive performance improvements.
- Proficiency in English and French is required, another language is a plus.
- Familiarity with customer service software and tools (SAP, BW)
- Behaviors:

- Collaborative and inspirational leadership
- Rigorous and curious

**About the pay and benefits**
- Attractive and equitable pay for all: compensation is determined within a range to foster your development in the role. While the France base pay reasonably expected for this role is 55k€ to 75k€, your salary may ultimately be higher or lower based on your skills and experience. Additionally, we provide a competitive total rewards package that includes a bonus and/or other incentives.
- Solvay Cares program: minimum of 16 weeks of parenting leave for all employees and package with healthcare, disability and life insurance coverage.
- Prioritization of well-being: Solvay Solidarity Fund to support employees through hardship, work-life balance promotion, flexible approach to work part-time or hybrid work arrangements (depending on the type of job), employee assistance program with access to physical and psychological support. Professional development: prioritization of internal talents for career progression, access to a training platform, opportunities to join Employee Resource Groups (ERG) for experience sharing and mentorship and free language courses in 24 languages.

About us
- Solvay, a pioneering chemical company with a legacy rooted in founder Ernest Solvay's pivotal innovations in the soda ash process, is dedicated to delivering essential solutions globally through its workforce of over 9,000 employees. Since 1863, Solvay harnesses the power of chemistry to create innovative, sustainable solutions that answer the world’s most essential needs such as purifying the air we breathe and the water we drink, preserving our food supplies, protect