Measurement of the customer service level in accordance with the reference standard (calculation formula and protocol) defined by the business sector or industry.

Reporting to the Supply Chain, Customer Service manages the entire order portfolio and is fully aware of the service level agreements defined in the business contracts (minimum order, delivery lead time, palletisation plan, Incoterms, delivery date to respect before expiration date, EDI messages, performance targets, delivery tolerances, penalties, etc.).

The Order Management process is ensured from order entry through to delivery/invoicing/management of returns and disputes.

The team works actively with the sales and marketing departments on the customer database, price lists, commercial offers and the product life cycle.

Its relationships with the warehouse and planning department are maintained on a regular basis to check short- and medium-term stock availability, communicate any major variations in orders compared with normal demand, manage returns, etc.