Customer Service operator – French speaking


Newcastle upon Tyne



Our client is an award-winning consumer brand with their global headquarters in Newcastle upon Tyne where the role will be based 3 days a week. The role will require daily order and query management, across a range of customers & regions, whilst also collaborating with Commercial colleagues and the wider Supply Chain team.


Role responsibilities:

  • Responding to day-to-day account inquiries
  • Day to day administration for the accounts that you manage (e.g. item set-up forms, sample requests, data input and analysis).
  • Understand and drive improvements in service, as measured by customer metrics, for each customer within your area of ownership as well as understanding those of the wider team, with action plans in place to improve e.g. quality ordering results, blocked order management, assessment of order rejections, delivery bookings and re-bookings & customer performance metrics.
  • Ensure that customers comply with agreed ordering terms, regularly reviewing customer disciplines with your customers and internal Account Managers.
  • Involvement in end-to-end Supply Chain and Commercial projects to help streamline and maximise account and /or business growth.
  • Lead & support regular (internal and/or external) operational calls for key customers providing ordering update along with successes and challenges. Receive updates on agreed promotional events and activity to enable effective planning e.g. stock allocations, watch outs to be briefed to the wider team.
  • Where internal daily order cycle timelines cannot be met you will work through alternate plans with all relevant parties e.g. Demand and Supply Planning and Logistics, following up with appropriate action plans to address systemic outages.
  • Understand and navigate external customer portals.
  • Ensure key reports / updates are completed and communicated or escalated to Customer Services Team Leader.

Skills and experiences

  • Languages Skills - French
  • Develop and lead collaborative working relationships with customers (external) and with key stakeholders (internal but some remotely located).
  • Strong & effective communicator – verbally and in writing (email, letters etc)
  • Must be IT literate, proficient in Excel and ability to pick up new systems with speed.
  • Developmental mindset, always looking for continuous improvement opportunities, welcoming and embracing change.
  • A self-starter by nature with a ‘can do’ attitude.
  • Excellent, proven effectiveness at stakeholder management/ collaboration.
  • Resilient, must be able to bounce back when challenged.
  • Can work autonomously but also works well within a team.
  • Great personal organisational skills, holds oneself accountable for results.
  • Calm and collected with an excellent telephone manner.
  • Ability to work to deadlines.
  • Flow to the work where needed

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