Customer Service Director

📍 Location: France (Paris area preferred)
💼 Full-time, Office

About the Client

Our client is a global leader in replacement parts for Aviation Ground Support Equipment (GSE), supporting operations at 850+ airports worldwide. Their mission is clear: reduce downtime, maximize operational efficiency, and power a greener future for aviation.

Why they remain the industry benchmark:

🔹 Cost Efficiency - Worldwide sourcing from OEMs and premier alternative suppliers.
🔹 Speed & Reliability - A global distribution network ensuring rapid delivery.
🔹 Massive Catalogue - Millions of cross-referenced part numbers and technical data.
🔹 Advanced Technology - A next-generation e-commerce platform with real-time inventory.
🔹 Innovation Focus - High-reliability components engineered by specialized teams.
🔹 Sustainability Leadership - Electric conversion kits and remanufacturing programs.

Joining this team means joining an aviation powerhouse that is redefining operational excellence worldwide.

Role Overview:

They are looking for a highly experienced Director of Customer Service to lead and elevate customer experience across the EMEIA & APAC regions. This is a strategic and operational leadership role overseeing multi-country teams, complex processes, and high-volume B2B customer operations.

You will be the champion of customer satisfaction, driving service excellence, leading transformation initiatives, and ensuring seamless coordination across Sales, Supply Chain, Logistics, and Operations.

This position plays a critical role in shaping the customer journey and maintaining the company's reputation as the global leader in GSE aftermarket support.

Key Responsibilities

Customer Service Operations Leadership

• Oversee daily operations across quotation management, order processing, technical support, inquiries, and RMAs.

• Optimize workflows to reduce response times, ensure accuracy, and enhance customer satisfaction.

• Resolve escalated customer issues and complex service challenges.

• Ensure efficient coordination with Supply Chain, Logistics, and Warehouse teams to guarantee smooth order fulfillment.

• Build and maintain strong relationships with key accounts.

• Drive revenue growth within the portfolio managed by the Customer Service team.

Customer Experience & Continuous Improvement

• Lead customer business reviews and implement structured feedback loops.

• Partner with Sales and Business Development teams to support account expansion.

• Analyze service data to identify trends and opportunities for improvement.

• Prepare periodic service performance reports for senior leadership.

• Lead continuous improvement initiatives to elevate service reliability and efficiency.

• Stay updated on best practices, technologies, and tools shaping modern customer service and GSE ecosystems.

People Leadership & Development

• Recruit, onboard, and develop a high-performing, multi-location Customer Service team.

• Foster an engaged, collaborative, and customer-centric culture.

• Provide coaching, set clear expectations, and drive performance management.

• Strengthen cross-functional alignment with Sales, Finance, Product, and Supply Chain teams.

• Promote professional development, retention initiatives, and team well-being.

Performance & Compliance

• Monitor and report on key KPIs (response time, RMAs, quotation/order throughput, customer satisfaction).

• Ensure adherence to company policies, quality standards, and internal processes.

• Drive operational discipline and continuous enhancement of service excellence.

Requirements & Qualifications

Experience & Background

• 7+ years in customer service leadership roles (B2B required).

• 3+ years managing teams, ideally across multiple locations.

• Bachelor’s degree or equivalent professional experience.

• Strong business acumen and understanding of global service operations.

• Experience influencing stakeholders in a matrix organization.

• Proven ability to build cross-functional collaboration and lead transformation initiatives.

Skills & Competencies

• Strong communication skills (written & verbal).

• Solid process improvement, project management, and operational control mindset.

• Ability to manage complex escalations and make data-driven decisions.

• Leadership style combining empathy, accountability, and clarity.

• Fluent in French and English (additional languages are an advantage).