Customer Service Manager

Limagrain is a global company with deep local roots. Our parent company is an agricultural cooperative based in the Limagne-Val d’Allier plain, in the heart of Central France’s Auvergne region, while we are an international seed and agri-food group with some 9,600 employees working in 53 countries.

As the 4th largest seed company in the world, we achieved sales of 2.522 billion euros in 2023-2024, with additional sales of 729 million euros from activities carried out in collaboration with our strategic partners.

HM.CLAUSE is a business unit of Limagrain (https://www.limagrain.com/), an international co-operative agricultural group, specializing in field seeds, vegetable seeds and cereal products.

With a team of 2,800 professionals in over 30 countries, we are dedicated to the sustainable solutions for the land, successful products for our customers, and intensive research and innovations for the future. HM Clause is a leading vegetable seeds company with successful product development for more than 200 years. Headquartered in France we have operations across countries like Mexico, USA, France, Spain, Italy, India, Vietnam and Thailand. We have a diverse set of customers, across regions, who engage with us at various touchpoints, to gain more information about our products and benefits. Considering our products are launched after years of R&D and the impact on the customer’s life is significant, our communication has been largely product benefits-led. In India, we have been operating for last 10 years and are known for our commercial brand – Clause seeds.

Function

Customer Service

Main Goal

The Customer Service Manager is responsible for leading and developing the Customer Service team to ensure exceptional customer experience, efficient order management, and seamless coordination with internal stakeholders. The role drives operational excellence, ensures compliance with company processes, manages customer-related transactions, and supports business growth through effective service delivery across domestic and export operations.

Job Description

Team Leadership & Management

• Lead, supervise, and develop the Customer Service team to deliver high-quality customer support.
• Delegate responsibilities effectively and ensure workload distribution across team members.
• Set clear objectives, service standards, team KPIs, and performance expectations.
• Conduct regular performance reviews and implement continuous improvement initiatives.
  
  

Customer Service Excellence

• Ensure all customer inquiries, requests, and complaints are addressed accurately and within agreed timelines.
• Support the team in resolving operational issues related to customer orders and deliveries.
• Drive a customer-centric culture focused on responsiveness, accuracy, and service excellence.
• Monitor service performance metrics and implement corrective actions when required.
  
  

Cross-Functional Coordination

• Collaborate closely with Sales, Finance, S&OP, Supply Chain, Sales Planning, and other departments to ensure smooth business operations.
• Facilitate effective communication between internal stakeholders and customers to achieve positive business outcomes.
• Support business objectives through efficient order fulfillment and customer engagement processes.
  
  

Order, Returns & Process Management

• Oversee order processing activities and ensure adherence to company policies and procedures.
• Ensure regular follow-up on Sales Return processes, including OTP issuance after approval from the National Sales Manager (NSM), until stock is received at the Service Processing Center (SPC) and accounted for.
• Ensure IPT transactions are processed with appropriate approvals and supporting documentation.
• Maintain proper record-keeping and documentation for all customer service transactions.
  
  

Master Data & System Management

• Ensure customer master data is maintained accurately and updated with all required information.
• Monitor and validate data integrity within ERP (JDE) and related business systems.
• Ensure proper stock transfers between C&F locations and designated profit centers.
  
  

Export Operations

• Guide and support the team in export documentation processes.
• Ensure compliance with export regulations, company policies, and statutory requirements..
  
  

Financial & Commercial Support

• Ensure timely monthly booking of:
• Scheme Provisions
• Price Difference Provisions
• TOD (Turnover Discount) Provisions in the JDE system.
• Support the team in calculating and validating customer schemes and discount programs.
• Ensure customer-related financial transactions are recorded accurately and timely.
  

Claims & Loss Management

• Ensure customer claims are registered in the Aquarius system and resolved within established timelines.
• Oversee replacement processes and ensure prompt execution where applicable.
• Ensure Sales loss data is captured and maintained accurately in the system on a monthly and quarterly basis..
  
  

Compliance & Continuous Improvement

• Ensure adherence to company policies, internal controls, and audit requirements.
• Identify opportunities to improve customer service processes, efficiency, and customer satisfaction
• Strong leadership and people management skills.
• Excellent customer orientation and problem-solving ability.
• Strong communication and stakeholder management skills.
• Cross-functional collaboration and coordination skills.
• Analytical and data management capabilities.
• Attention to detail and process discipline.
• Knowledge of ERP systems, preferably JDE.
• Ability to manage multiple priorities in a fast-paced environment.
• Continuous improvement mindset and strong business acumen.
  
  

Skills

Budgets/Cost Control

Work Environment/Safety

Project Management

Product Knowledge

Negotiation Skills

Meeting Management

Job Knowledge

Customer Service

Customer Focus

Global Perspective

Adaptability/Flexibility

Vision and Values

Strategic Thinking/Management

Sense of Urgency

Self Development

Results Focus

Quality

Proficiency in the role

Productivity

Problem Solving/Analysis

Planning

Integrity/Ethics

Decision Making/Judgment

Creativity/Innovation

Hiring

Team Leadership

People Management

People Development

Managing for Results

Managing Performance

Managing Diversity

Managing Conflict

Leadership

Communication

Teamwork

Listening Skills

Interpersonal Skills

Accountability

Respect

Entrepreneurship

Collaboration

Sales Team Support

Sales Goals

Sales Organization

Computer Skills

Technical Skills

Managing Technology

Your Benefits And Working Environment

• Career Growth
• Diversity and Inclusion
• Gender Equality
• Employee Wellness
• Training and Development
• Safer Workplace
• Rewards and Recognition
  
  

Recruitment process

HM.CLAUSE committed to fostering a diverse and inclusive workplace where everyone feels valued, respected, and empowered to thrive

• Profile Screening
• Phone screening
• Interviews - 3 rounds
• Offer Discussion
• Offer Letter Issue
• Background Verification
• Pre Employment Medical Checkup
• Onboarding

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