Customer Care & Project Management DSO H/F

Reporting to the Head of DSO (solid line) and the Head of Customer Service (dotted line), this role is critical in ensuring operational excellence for our DSO accounts, acting as the link between customers and internal teams to guarantee smooth execution, accurate data, and high service quality.
This role is at the heart of daily operations, acting as a bridge between DSO customers and internal teams to ensure that processes run efficiently, data is accurate, and customer experience is consistent.
You will focus on maintaining operational excellence, supporting implementation plans, ensuring contract adherence, and resolving day-to-day challenges while contributing to continuous improvements in how we serve DSO accounts.
Key Responsibilities
• Ensure all DSO clinics, customer conditions, and contractual terms are accurately maintained and applied in internal systems (e.g. SAP, CRM)• Monitor adherence to agreed commercial conditions and report any deviations
• Act as a central point of coordination between DSO, Customer Service, Finance, Logistics, and Sales teams
• Monitor and track DSO orders, invoices, and deliveries, proactively identifying and resolving issues
• Manage, track, and report on customer issues and complaints, including regular updates on status, root causes, and resolution progress
• Prepare and maintain regular reports to support business tracking, including operational performance and issue follow-up
• Support the execution of agreed customer plans, ensuring operational readiness and follow-up (e.g., clinic visits, onboarding of new clinics)
• Coordinate order processes and stock availability for new customer implementations
• Guide customers and internal teams on ordering processes, protocols, and agreements
• Handle and follow up on customer requests in a timely and structured manner
• Contribute to improving operational workflows and customer experience for DSO accounts
Requirements
• Bachelor's degree in Business, Health Sciences, or a related field• 2-4 years of experience in operations, customer support, or account coordination roles
• SAP knowledge is required
• Familiarity with CRM systems
• Strong Excel skills (data tracking, reporting)
• Fluent in French & English (written and spoken)
Poste basé à Fontenay-sous-Bois (94)