Louis Dupont
  • fr

    • Interim Head of Customer Servicein the Grand-Est

    Context and Challenges of the Mission

    A transforming Food & Beverage group aims to strengthen Customer Service to secure market relationships and boost efficiency. The new department faces internal disruption from prolonged absences. An incomplete step-up in responsibilities, combined with transformation pressures, is worsening organizational issues. The client is engaging a Transition Manager on a reinforcement assignment to regain control, structure processes, and support Customer Service / Order Management (ADV) teams.

    Key Objectives of the Mission

    This transition mission pursued several objectives for the company.
    1. Restore operational continuity and clear leadership after a period of disruption
    2. Stabilize order intake, invoicing, and dispute management to reduce delays and disruptions
    3. Align teams around a structured, efficient organization
    4. Reduce operational issues, strengthen customer relationships, and structure the department

    Roles and Key Missions

    The Interim Customer Service Manager regains control of Customer Service with a pragmatic, hands-on approach. Their missions focus on the following priorities:
    • Structuration du service et pilotage opérationnelOrganisation claire des responsabilités, définition précise des rôles et garantie de la continuité des opérations quotidiennes
    • Mise en place d’indicateurs de performance ADVDéfinition et suivi de KPI pertinents pour mesurer la qualité, les délais et la productivité globale du service
    • Fiabilisation des processus administratifs et financiersSécurisation des flux de facturation et gestion des litiges afin d’améliorer la performance financière et limiter efficacement les risques
    • Coordination des activités France et Export Harmonisation des pratiques entre marchés France et Export, avec renforcement de la coopération entre équipes locales et internationales
    • Amélioration continue et gestion des risques clientsOptimisation des processus ADV pour réduire retards, erreurs et litiges, tout en garantissant la conformité réglementaire en continu
    Responsable service client de transition échangeant avec une collaboratrice, analysant la satisfaction des clients et pilotant les actions d’amélioration de l’expérience client.

    Conclusion of the Mission

    The Interim Customer Service Manager takes charge of Order Management (ADV) and restores clear, efficient continuity. They stabilize order, invoicing, and dispute flows, improving reliability and financial performance. Introducing relevant KPIs sharpens tracking of quality, lead times, and productivity, enabling sustained performance control. France–Export coordination aligns practices and strengthens collaboration across local, international, and cross-functional teams. This mission shows the value of an Interim Customer Service Manager in uniting operational efficiency, customer satisfaction, and strategic alignment.

    * Pour des raisons de confidentialité, l’identité du Manager de Transition et celle du client ne peuvent être divulguées.