Senior Key Account Representative – Customer Service Lead

About the role

We are seeking a highly experienced Senior Customer Service Lead to elevate our customers' experience and drive service excellence across the organization. In this strategic and operational leadership position, you will champion both internal and external customer care, shaping the customer journey and ensuring seamless coordination among Sales, Supply Chain, Logistics, and Operations.

Key responsibilities

• Provide daily support to field associates, handling technical inquiries and order entry.
• Build and maintain strong relationships with field teams, sales, finance, and supply‑chain partners.
• Coordinate order fulfillment with Supply Chain, Logistics, Demand Planning, and Warehouse teams.
• Optimize workflows to reduce response times, improve accuracy, and boost customer satisfaction.
• Resolve escalated customer issues and complex service challenges.
• Lead continuous‑improvement initiatives, analyze service data, and implement feedback loops.
• Manage master data, account creation, pricing updates, and invoicing communications.
• Drive revenue growth within the portfolio managed by the Customer Service team.
• Strengthen cross‑functional alignment and promote team development and well‑being.

Required profile

• 3 to 5 years of relevant experience in customer service, key‑account or logistics environments.
• Fluent in English and French.
• Strong knowledge of ERP systems and master‑data management.
• Proven ability to lead teams, manage stakeholder relationships, and drive process improvements.

Required skills

• ERP systems proficiency