ABOUT US

At Schoeller Allibert, we are leading the way toward a circular future with our sustainable, reusable packaging solutions. With over 60 years of experience, we develop innovative products that drive efficiency in supply chains while reducing environmental impact. Our commitment to sustainability is at the heart of everything we do, ensuring that each solution we provide is as circular as it is efficient.

Ready to make an impact? Explore this career opportunity with us and be part of a company dedicated to creating a more sustainable world.

JOB PURPOSE

As a Strategic Customer Service Specialist, you will be responsible for the end-to-end management of the customer journey for strategic accounts from order intake to final delivery. Based in La Defense, France, and reporting to the Customer Service Manager, you will work closely with Strategic Account Managers and cross-functional teams such as Supply Chain, Logistics, Finance, and Commercial Controlling. Your mission is to deliver a premium customer experience by ensuring timely and accurate execution of orders and fostering long-term customer satisfaction.

YOUR JOB

As Strategic Customer Service Specialist, your responsibilities will be as follows:

Strategic Accounts – Lead to Order (LTO):

• Collaborate with Strategic Account Managers to provide high-level service to key customers and prospects.
• Support demand planning, contract execution, pricing updates, and CRM (SalesForce) data maintenance.
• Occasionally manage administrative customer service tasks.

Strategic Accounts – Order to Delivery (OTD):

• Oversee the full order process in the ERP system—from intake to confirmation.
• Serve as a 360° control tower, ensuring complete and on-time deliveries.
• Liaise with Supply Chain, Operations, Logistics, Sales, Pricing, and Commercial Controlling to manage delivery execution.

Key & Standard Accounts – Order to Delivery (OTD):

• Manage order processing and customer service activities for designated key and standard accounts in alignment with service level agreements and standardized procedures.

General Customer Journey Responsibilities:

• Stay updated on customer segmentation and apply relevant service levels.
• Ensure CRM (SalesForce) and order book information is current and accurate.
• Identify, resolve, and communicate order-related issues proactively.
• Participate in customer meetings and serve as a primary point of contact.
• Maintain organized documentation for audit readiness and backup purposes.
• Address and resolve complaints, deviations, and non-conformities in accordance with KPIs and SLAs.
• Contribute to continuous improvement initiatives across the customer journey.
• Act as the first point of contact for finance-related inquiries (credit limits, overdues, etc.).

YOUR QUALIFICATIONS

Skills & Expertise:

• Excellent verbal and written communication skills.
• Proven experience in B2B customer service, particularly with strategic international accounts.
• Strong understanding of international trade practices, including Incoterms, contract terms, and tendering processes.
• Proficiency with ERP systems (preferably IFS), CRM platforms (SalesForce), and Microsoft Office tools.
• Ability to work effectively across departments in a collaborative environment.
• Fluent French and English languages are required.

Behavioral Competencies:

• Proactive, motivated, and detail-oriented with a strong sense of ownership.
• Professional and confident when engaging with stakeholders at all levels.
• Capable of working under pressure and prioritizing tasks in a dynamic environment.
• Strong analytical and problem-solving abilities.
• Excellent interpersonal and knowledge-sharing skills.
• Upholds integrity and demonstrates professionalism at all times.

COMPANY CULTURE

At Schoeller Allibert, we live by our values: Trust, Own, and Deliver. We trust in each other’s strengths and collaboration, take ownership of our roles and contributions, and consistently deliver impactful, sustainable solutions to our customers and communities.

Our culture is defined by a proactive and entrepreneurial spirit. We embrace challenges with confidence, turning ideas into actions and learning from every step of the journey. While we operate in a dynamic environment where creativity thrives, we ensure every voice is heard, every initiative is valued, and every contribution is celebrated.

At Schoeller Allibert, you’ll find a workplace where trust fosters innovation, ownership drives growth, and delivering excellence is a shared purpose.

We are committed to fostering a workplace where every individual feels respected, valued, and empowered to contribute their unique perspectives and talents. We welcome applications from all backgrounds as we strive to build a diverse and inclusive team.