Order Management Senior Associate (French Speaker)

About the role

This position is responsible for handling customer claims and return operations within the French Business Unit. The associate works closely with warehouses, cost accounting, 3PL partners and customer service teams to ensure accurate processing of returns, refusals and penalties.

Key responsibilities

• Manage returns: receive return notifications, coordinate issue resolution with customers, obtain delivery note approvals and arrange pick‑up.
• Handle order refusals: process refusal information, apply customer credit when billing documents are ready.
• Administer penalties: analyse pro‑forma documents, set up and improve tracking tools, triage and process approved penalties.
• Monitor budget and produce end‑of‑month reports.
• Design, maintain and enforce SOPs, conduct routine checks and manage change requests for process updates.

Required profile

• Fluent in English and French (C1 level, written and spoken).
• Minimum 1 year of stakeholder management experience in customer service or claims handling.
• Working knowledge of MRP systems, preferably SAP.
• Advanced proficiency with Excel and the Microsoft Office suite.

Required skills

• SAP (MRP)
• Power Apps
• Power BI
• Microsoft Excel
• Microsoft Office